WFM Manager

Job Summary: The WFM Team Manager is responsible to take ownership of deploying & maintaining the WFM Toolkit with ability to review volume drivers - customer base, acquisition strategy, seasonality effects, workflow design, contact media channel, geographical specifications, events driving interactions & the technology deployed - build optimized workflow with real loaded Average Handle 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 Series Decomposition / Regression Analysis & Dynamic Regression Exponential Smoothing Census II X-11 (Additive and Multiplicative) / Autoregressive / Integrated / Moving Average – ARIMA (Box, Jenkins & Reinsell) / Probabilistic Modelling / Predicting Market Response / Demand Forecasts on Naïve, Seasonal Naïve & Drift Forecasts / Enterprise Artificial Neural Network Forecasting Casual Modeling & Forecasting / Regression Analysis / Exponential Smoothing / Probabilistic Modeling / Predicting Market Response o Volumes, Manpower & Infrastructure Capacity Planning at a Strategic 10/5/1 year to 9/6/3/1 monthly to interval 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 accurate Analysis ➢ Service Delivery by Real time Adherence & Intervention / escalation o 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 / workflow integrity ➢ Tools & Capability Support o Automation & Tracking Tools for In-Office & On-Field Force o 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 Needs Analysis 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 tools across Voice & Non-Voice channels. • Understand the WFM Activities and capable to work on WFM tool in business or of an Excel TCS erlang / backlog Scheduler. • Manage Forecasting, Scheduling of Resources with Rolling Capacity Planning & Demand requests • Work independently to handle Internal & Customer Requirements by providing timely and Required Reports with Trend 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 appropriate audience. • Liaise with relevant external bodies as appropriate Position Qualifications: Minimum Qualifications: • Minimum of 5-6 years’ experience in managing WFM/MIS functions Professional 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 #J-18808-Ljbffr