Role and Key Responsibilities:

• The single Point of Contact for any Client requirements.
• Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.
• Support/drive transitioning of new clients. Support account growth, change management and transformational activities
• Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking.
• Project Management and Governance.
• Manage the WFM Services for the aligned accounts and team for various geographies and across all modalities/channels (voice and non-voice)
• Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking)
• Design and Implement continuous improvement/high impact projects
• Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services
• Facilitate development of WFM employees through effective certifications in WFM University
• Work on creating a pipeline of resources to cater to growth in existing accounts as well as on-boarding new clients.
• Plan, control and manage changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements
• Provide leadership, direction, develop and maintain team morale

Key skills and knowledge::

• Experience on Genesys WFM tool – Must Have
• Develop and maintain a comprehensive forecasting model using Regression, Time Series and Neural networks
• Liaising with stakeholders with regards to Forecast generated and making adjustments if required.
• Experience normalizing and utilizing historical data for forecasting
• Strong business acumen combined with exceptional communication skills
• Exceptional analytical, problem solving and decision-making skills
• A deep understanding of numbers and ability to use statistical modeling
• Ability to provide business insight to multiple levels of management with appropriate level of detail
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• Experience in WAAS process to support Demand team to forecast volumes for short term and midterm durations

 Educational qualification: Graduation