Mumbai |   400000 - 900000 P.A.

3-5 years

Job Description:   

Key Responsibilities / Performance Requirements:

1. Responsible for the overall management of WFM team to include capacity planning, Volume forecasting, Revenue Projection, scheduling, setting of goals, prioritization of work, etc.

2. Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance.

3. Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities.

4. Oversee reporting¬¬—internal and external reporting and analytics for Member Services. 

5. Centralized resource – For all Management reports, Operations Reports, Reports related to Revenue and Forecasting

6. Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format.

7. Provide analytics on trends and use data to identify drivers while continuing to evolve Member Services reporting structure such as Tableau integration.

8. Serve as a subject matter expert and RPM liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals.

9. Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods.

10. Analyze historical data trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans.

11. Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required.

12. Perform other related duties and assignments as required and as assigned by Senior Manager, Support Services.

Required/Preferred Skills:

1. Any Graduates (preferred economics, statistics, business or equivalent education- MBA a plus).

2. 3+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, Data Analysis) in a multi-site contact center environment preferred.

3. 3+ years of experience managing a RPM team providing forecasting, scheduling and real-time management in a multi-site contact center environment.

4. Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality

5. Experience with Advance Excel / Spread sheet / WPS systems strongly preferred.

Qualification: Any Graduate / post graduate

Keyskills:   WFM, Workforce management, capacity planning, forecasting, scheduling, Data Analysis, scheduling and real-time management

Please note - due to the number of applications we receive, we will only be able to respond to successful candidates.