Associate Manager
5 days ago
Job Description:
- Support the Team:
- Be responsible for optimal staffing using forecasts and other staffing assumptions to support contractual goals.
- Assists in providing staffing requirements for all new and existing businesses. Prepares short-term and long-term staffing projections using optimal staffing plans.
- Uphold Performance Metrics: Publishes finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirements.
- Take the Lead: Manages manpower requisitions that come out of the weekly staff plans and track their status to ensure timely hiring, training, and go live.
- Plan Ahead: Responsible for forecasting volumes, AHT, and Shrinkage based on historical data taking into account seasonality and trends. Computes optimal staffing using forecasts and other staffing assumptions to support contractual goals.
- Set the Path to Success: Setting the KRA targets for the team.
Qualifications:
- Two+ years of workforce management experience in a contact center environment.
- English proficiency.
- Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner.
- Ability to be customer-oriented in managing communications and issues.
- Strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements.
- Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player.
- At least one year of experience as a Resource Planner/Capacity Planner.
- Experience with applications such as CMS Avaya Supervisor, eWFM, IEX. Strong knowledge of MS-Excel.
- Ability to communicate/present with various levels of stakeholders.
- Good knowledge of WFM concepts.
- Good analytical skills.
- Ability to identify and understand trends and patterns.
- Knowledge of multi-skill/site/vendor scheduling scenarios with experience of handling omni-channel programs would be an added advantage.
Non-negotiable Qualifications:
- Good communication and good to excellent Excel skills.
- Experience in creating full-blown schedule shells.
- Tool knowledge on using NICE IEX tool.
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