WFM Manager

Job Summary:The WFM Team Manager is responsible to take ownership of deploying & maintaining the WFM Toolkit with ability to reviewvolume drivers - customer base, acquisition strategy, seasonality effects, workflow design, contact media channel, geographicalspecifications, events driving interactions & the technology deployed - build optimized workflow with real loaded AverageHandle Time that is refined to calculate resource requirements for people, property & logistics across contact center, branches& field as applicable with site specific sensitivities / compliances incorporated.Key Responsibilities:➢ Forecasting or Awareness of various techniques like by Causal / Econometric Modelling Forecast - Time SeriesDecomposition / Regression Analysis & Dynamic Regression Exponential Smoothing Census II X-11 (Additive andMultiplicative) / Autoregressive / Integrated / Moving Average – ARIMA (Box, Jenkins & Reinsell) / ProbabilisticModelling / Predicting Market Response / Demand Forecasts on Naïve, Seasonal Naïve & Drift Forecasts / EnterpriseArtificial Neural Network Forecasting Casual Modeling & Forecasting / Regression Analysis / Exponential Smoothing /Probabilistic Modeling / Predicting Market Responseo Volumes, Manpower & Infrastructure Capacity Planning at a Strategic 10/5/1 year to 9/6/3/1 monthly tointerval level for next 8 weeks to Workload Balancing / Volume Offsetting decisions.➢ Planning a variety of planning views / “what if” analysis➢ Scheduling to business specific rules, preference based, multi week performance / rule-based schedule bidding➢ Workflow & Workload Optimization (Front Office Voice ACDs / Dialer Management & Back Office email / fax / chat /website ++)o Monthly / Fortnightly / Weekly optimized every week for next week.➢ Schedule management of Future Schedule Change & Historical Adherence Exception Management for accurateAnalysis➢ Service Delivery by Real time Adherence & Intervention / escalationo Start with daily Review Action Plan (RAP) & Monitoring through day➢ Change Management through the day including reforecast to queue busters ++➢ Multi Skill & Multi Site Management including Precision Routing across Retained & Outsourced Operations ++➢ Communication Hub across integrated service operations➢ System & Business Administration providing necessary audit & control processes to maintain process / workflowintegrity➢ Tools & Capability Supporto Automation & Tracking Tools for In-Office & On-Field Forceo Multi-Channel Management & Integration➢ Time Off / Vacation Management on rules or bidding as specific➢ Performance based Employee Engagement Management➢ Capacity Planning for Hiring, Release, Redeployment, Skills Planning, Infrastructure, Logistics & Training NeedsAnalysis Management➢ High Value Analysis for Corporate Decision Quality by Business Support Efficiency Managers (WFM SMEs)Synopsis• To assist the Management and ODC with the Daily/Weekly/Monthly basis Dashboards from ERP, WFM & UI toolsacross Voice & Non-Voice channels.• Understand the WFM Activities and capable to work on WFM tool in business or of an Excel TCS erlang / backlogScheduler.• Manage Forecasting, Scheduling of Resources with Rolling Capacity Planning & Demand requests• Work independently to handle Internal & Customer Requirements by providing timely and Required Reports withTrend Analysis• To assist with the input and output of systems supplying business data along with Process & Agent Performance,ensuring• Internal & external deadlines are to be met• To ensure that appropriate quality standards are met.• To ensure that MIS & Reports data is accurate and robust ensuring that reports are accessible to appropriateaudience.• Liaise with relevant external bodies as appropriatePosition Qualifications: Minimum Qualifications:• Minimum of 5-6 years’ experience in managing WFM/MIS functionsProfessional Skills:• High Level of Skill in working on at least one WFM tool (Genesys, Nice WFM, Aspect eWfm, Verint i360, Teleopti, Avaya Aura,etc.) & understanding of at least one ACD (Avaya, Nortel, Genesys, Cisco ICM, etc.• Evidence of Continuous Professional Development within the field of MIS & Reporting on Excel / Access or other SQL data / databases