Job details
HCL is hiring for Work Force Associate Manager - Planner & Schedule Interested candidates please drop in your resume with below details Email - anku.jain@hcltech.com Subject - WFM AM Total & Relevant Experience Team Handling Experience (Must Have) Current & Expected CTC Residence & Preferred location Job Description: Associate Manager Workforce Management Location: NOIDA Department: Workforce Management Reports To: Senior Manager / Associate General Manager OVERVIEW: This position is responsible for managing FSS functions (Forecasting, Staffing, Scheduling, Capacity Planning and Reporting). ESSENTIAL DUTIES AND RESPONSIBILITIES: Candidate must have solid understanding of WFM fundamentals, proven experience in the design, development and implementation WFM strategies with a very strong focus and ability to execute in a dynamic organizational environment. Build, develop and lead Forecasting, Resource Planning, Scheduling and Reporting into a highly responsive team that meets the required standards and deliver on critical activities: Budget/Strategy Planning Planning for the day (volume forecasting, staff scheduling) Planning for Week (making scheduling adjustments including OT plans) End to end WFM and performance reporting & analytics Forecasting for the month, quarter and half year etc. Measuring results Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners. Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns. Lead team to analyze volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities. Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc. Regularly review team procedures and process flows to ensure that they meet guidelines. Participate in special projects as needed and perform other duties as assigned. Ensures adherence with all key performance indicators for assigned lines of business (including, but not limited to, contractual SLAs, call quality scores, and schedule adherence). Review weekly staff plan with recruiting, operations, finance and executive leadership. Attends daily, weekly and monthly staff and operational meetings as requested. Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations. Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures. Manage internal communications process. Partner with various business verticals to enhance WFM support in newer and unexplored disciplines. Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership. Periodically review WFM progress based on the strategic direction. Responsible for setting strategic direction for all disciplines. Define and communicate Governance Structure, objectives and operational guiding principles. Should aim at reducing costs, improve service levels, optimize customer satisfaction. Highly developed project management skills and proven ability to deliver organizational projects within designated timelines. Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures. Strong with Leadership, performance and team management skills. KEY REQUIREMENTS: Excellent communication skills Experience with leading Contact Center is must. Experience in using any Workforce Optimization tool ( must have working knowledge of Verint WFM Suite ). Prior supervisory experience is required and understanding of various telephony technology for Contact Center is must. Minimum of 10 years Contact Center experience. Minimum of 2 years Management experience required. Ability to manage all customer channels (Voice/Chat/Email/Back Office/Social Media). Ability to adapt to change and able to build a positive work environment across sites and influence leaders outside of direct responsibilities. Regards HCL Tech
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