Manager MIS & RTM Work Force Management

Role & responsibilities

Title: WFM Manager

Reports to: HOD

Based at: Call Centre Background

Position Summary

As the Manager of the Workforce Management Department, you will lead and oversee all aspects of the workforce management function within the organization. Your primary responsibility will be to optimize workforce utilization, enhance operational efficiency, and ensure the achievement of service level agreements (SLAs) and key performance indicators (KPIs). You will be responsible for managing a team of workforce management professionals, collaborating with cross-functional teams, and implementing strategies to drive continuous improvement.

Job Description

Workforce planning and Forecasting: Develop and implement long-term and short-term workforce plans by collaborating with the forecasting team. Analyze historical data and business trends to accurately predict staffing requirements.

• Mentor Team Members and guide them to achieve RTM efficiency.
• Analyzed the day-to-day process health and report deviations to F&S for immediate action.
• Seat Utilization dialler license requirement.
• Prepare daily/weekly/monthly reports and dashboards.
• Analyses the reports and inform stakeholders about corrective actions.
• Clarify key metrics like SL/Abandon/AHT/ASA/Occupancy/Utilization to Ops/Team members as and when required.
• Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting.
• Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.
• Work with training and operations to coordinate multi-skill training for existing agents.
• Oversee short-term workload forecasting.
• Oversee proactive scheduling of discretionary activities such as training, meetings & Overtime.
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements.
• Responsible for maximizing efficiency and occupancy while meeting service objectives.
• Oversee analysis and reporting of employee performance including schedule adherence.
• Recognizes and recommends operational and support improvements.
• Perform other duties and assignments as directed.
• Attrition Report business wise.
• MBR for all process.
• R&R Data preparation.
• Maintaining training and transition through put.
• PMS (Performance management system).

Preferred candidate profile

• Minimum 5 years experience on Avaya/NGUCC/Nortel/ Any other Dialler & ACD reporting & Tool.
• Minimum 3-year experience on Erlang C, IEX, Blue Pumpkin, Aspect
• Bachelor's degree in Business Administration, Operations Management, or a related field. A Master's degree is advantageous.
• Proven experience in workforce management within a call centre environment, with significant experience in managerial or leadership roles.
• In-depth knowledge of workforce management principles, call centre operations, and industry best practices.
• Proficiency in using workforce management software and call centre tools.
• Strong analytical and problem-solving skills with a data-driven approach.
• Excellent leadership and team management abilities, with the capability to inspire and motivate a diverse team.
• Exceptional communication and interpersonal skills to collaborate with different stakeholders, including senior management and call centre agents.
• Ability to handle high-pressure situations and make critical decisions to maintain call centre performance.
• Detail-oriented with a focus on accuracy in reporting and adherence tracking.
• Proficient in using data analysis tools, such as Microsoft Excel or other statistical software.
• Flexibility to work in shifts and adapt to changing call Centre needs.

Interested candidate can DM or contact at 8851949919 or email at naincy.malik@nirvasa.com