Workforce Manager (Nv1/Nv2)

Description:

Responsibilities
Responsible of managing the designated workforce team composed of Workforce specialists, MIS/Real Time Analysts. Spearheads standardization, alignment and automation of workforce processes together with other workforce leads. Responsible in governance of workforce metrics across engagements handled. In charge of capacity planning, forecasting, scheduling, real time management and reporting and provides analytics and feedback to necessary stake holders of workforce strategies to meet SLAs and requirements. Lead in creating, initiating and updating workforce processes. Coaches, develops and handles progression of designated workforce specialists, MIS and RTAs. Responsible in making sure that all workforce related tools, software and capabilities are set and ready for team’s use. Responsible of designating sizing requirements by Global Solutions Design team to workforce specialists. Reviews and tracks progress of requests sent to workforce team. Develop and implement internal audit across all workforce processes ensuring accuracy and timeliness of team deliverables Act as a primary administrator of workforce tools such as Verint and AVAYA Accomplish assigned tasks & projects as required
Requirements
Working knowledge and technical understanding of Workforce Management principles and calculations (COPC)
3 years call center experience working as a Workforce Supervisor or its equivalent. Interface effectively and professionally with all levels of management both internally and externally Excellent Oral and Written communication skills. Must be able to adapt to schedule changes to meet operational demands. Must be willing to work independently with minimal supervision and be assigned to multiple sites onshore or offshore.
Demonstrates professionalism and integrity at all times.
Requirements
Candidate must possess a Bachelor’s / College Degree in any field. (Courses related to Mathematics and Actuarial Sciences is a plus) At least 5 years call center experience working within Workforce Management. Excellent in using MS office products (Excel, Word, Access, Outlook, PowerPoint). Background on automation through MS Excel VBA is a plus. Proficient in using Workforce Applications such as Aspect, Genesys, and AVAYA. Other workforce tools such as Verint, Cognos, Tableau and Infopac will be useful. Experience in Scheduling, Forecasting, Capacity Planning and Reporting Background required.