Job Purpose

To manage all planning, scheduling & real-time, dialler & access management, along with invoicing processes in support of operations to achieve the business objective (primarily achieving business service level & account profitability) and maximizing efficiency and occupancy. To ensure strategic goals are met through, collaborative planning, effective communication, while ensuring forecast alignment with strategic goals.

Primary Responsibilities

• Manage end to end planning & scenario building for managing account profitability
• Manage operations from scheduling & real time perspective
  • Service Level management
  • Shrinkage & schedule adherence
  • AHT
  • Outage Management
• Collaboratively work with client planning team to review & provide views on forecasting accuracy
• To manage the outcome & efforts on the outliers
• Review weekly intraday & rosters
• Review KPIs and Service Level projections for the coming week
• Ensuring all necessary & relevant efficiency parameters are within target
• Liaise with multiple stakeholders / departments within CC for effective delivery of all efficiency parameters
• Working extensively on improving efficiencies for the CC
• Manage ad-hoc requirements from Ops & any other functions
• Discuss & review daily / weekly / monthly / quarterly performances with stakeholders
• People engagement & performance enhancement – Manage multiple teams & team performances

Knowledge, skills & competencies required

Functional Skills and Competencies:

• Functional knowledge of various workforce management tools
• Overall Understanding of the Workforce Management, along with operational management
• Understands and know the purpose of the role and how it links to the other roles
• Good knowledge of MS Office
• Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc…
• Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service Levels
• Ability to make / take decisions (could be unpopular / difficult) impacting strategic outcomes appropriately and effectively
• Consistently demonstrates organization orientation and detail orientation – Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes

Customer Focus (Core)

• Consistently places a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs
• Has the ability to have difficult conversations with stakeholders constructively
• Considers the customer at the forefront of all decisions that are being made and ensures that value is being delivered to them

Communication Skills

• Ensures delivery of all promises and commitments made to the customers / stakeholders
• Influences stakeholders and team members alike by creating positive relationships with them in order to achieve company goals
• Ability to translate and summarize analytical data findings into actionable recommendations

Interpersonal Skills and Teamwork

• To be able to communicate effectively, both verbally and in writing, with India & UK stakeholders & across levels
• Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda

Experience

• Minimum 12~15 years’ experience in Contact Centre Industry
• Minimum of 6~8 years’ experience in Workforce Management