Workforce Senior Manager

Responsibilities:Generates monthly, daily and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all timesCreates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performanceGenerates/reviews schedules accordingly to meet the business requirements enabling superior customer serviceProvides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accountsDrives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutionsProtects the organization’s assets thru upholding the principles of the Quality Information Security Management SystemServes as the main point of contact for all WFM concernsRequirementsCandidate must possess at least a Bachelor’s/College Degree5-7 years minimum experience in Workforce ManagementExcellent skills in forecasting, scheduling and real-time time management a mustStrong organizational skills to ensure critical timelines are metAccuracy and attention to details a must in this roleStrong presentation skillsDetail oriented with ability to deliver project deliverables with little supervisionExcellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levelsAbility to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organizedDemonstrate analytical, organizational, problem solving and creative thinking skillsRespond positively to change, embracing and using new practices or values to accomplish goals and solve problemsFlexible and willing to work in shift schedules, extended hours and during weekends as per business needs