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Role Purpose & Context: <\/p>\n
Manage a team of WFM Analysts and ensure all the WFM workload is delivered efficiently. WFM Supervisor will be responsible for forecasts and reports on call volume demand and directs the scheduling of sufficient staff and training for appropriate skills-based routing based on historical and anticipated volume across all clients including long-term, medium-term, and short-term forecasting and scheduling adjustments. Directs the design of automated metric scorecards, develops policies that impact the workforce positively, and works with Performance Management to ensure the communication and enforcement of these policies. Analyses real-time and historical contact center performance and identifies opportunities to improve performance. Identifies and manages the communication of real-time volume drivers and system outages that impact performance.<\/p>\n
Role Accountabilities: <\/p>\n
\u00b7 Plan, develop, and implement a strategy for Work Force management to meet and exceed client and internal SLAs. <\/p>\n
\u2022 Ensure a smooth transition and ramp-up of the team. <\/p>\n
\u2022 Maintain service levels. <\/p>\n
\u2022 Planning and Scheduling \u2013 Ensure planning and scheduling are done in a manner that enables client and internal SLAs achievement. <\/p>\n
\u2022 Ensure timeliness and accuracy of MIS\/Reviews\/Incentive\/Payroll Process etc. <\/p>\n
\u2022 Organize regular conference calls and interactions over emails with the clients to understand their requirements, expectations, and the center\u2019s deliverables. <\/p>\n
\u2022 Facilitate feedback from the floor and track closure of issues raised on the production floor. <\/p>\n
\u2022 Ensure integrity of data and reports and satisfactory internal\/ external audit rating. <\/p>\n
\u2022 Conduct regular reviews and revisions of practices in process and benchmark them with other projects. <\/p>\n
\u2022 Ensure attendance and efficiency targets are adhered to and seat utilization targets are met. <\/p>\n
\u2022 Ensure all teams are provided their time allotted for shrinkage. <\/p>\n
\u2022 Play an active role in collaborating with operations to ensure all WFM-related metrics are met. <\/p>\n
\u2022 Analyze the achievement of the center against the baseline set by the client. <\/p>\n
\u2022 Review the process of reporting the information and seek concurrence with the client\u2019s requirements. <\/p>\n
\u2022 Monitor variance in planned and achieved targets in real-time and at regular intervals. <\/p>\n
\u2022 Design and implement a corrective action plan to control any variance. <\/p>\n
\u2022 Develop a framework for employee development and ensure they are fully informed of operational\/ WFM objectives, purposes, and achievements. <\/p>\n
\u2022 Ensure activities meet with and integrate with organizational requirements for quality management, health and safety, and general duty of care. <\/p>\n
\u2022 Contribute to the evaluation and development of WFM strategy and performance. <\/p>\n
<\/p>\n
Minimum Experience & Skills<\/p>\n
\u00b7 Expert in managing call center operation process<\/p>\n
\u00b7 Proven track record of motivating a highly skilled set of resources <\/p>\n
\u00b7 Excellent verbal and written communications skills in at least any 2 of [Arabic, English, Hindi]<\/p>\n
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Minimum Qualifications<\/p>\n
<\/p>\n
\u00b7 Minimum 5 years in Workforce Management<\/p>\n
\u00b7 Bachelor\u2019s degree <\/p>\n
\u00b7 Computer Knowledge \u2013 MS Office <\/p>\n
\u00b7 Hands on knowledge about Call centre product, process, and systems is preferred<\/p>\n
\u00b7 1 year of managing a team of more than 10 agents preferred<\/p>\n
\u00b7 Knowledge of WFM systems like Verint, Avaya, IeX, Nice, Globitel preferred<\/p>\n