Role and Key Responsibilities:

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.

Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking.

Manage the WFM Services for the aligned accounts and team for various geographies.

Proactive Detection, Alerts and Notifications on Gaps.

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 new on-boarding new clients.

Key skills & knowledge:

Knowledge of Contact Centre methodologies and operational principles

Excellent communication skills

Thought leadership, Outcome focused.

Strong ownership and can-do attitude, dealing with ambiguity.

Knowledge of WFM Tools (NICE WFM/Verint/Aspect).

Awareness of the Industry trends/ Upcoming technologies which would impact Contact Center Industry.

Analytical and Problem-solving ability

Knowledge of Contact Center Telephony/IVR and routing platforms.

Experience in SQL, business intelligence and reporting platforms would be an added advantage.

Experience in transitioning projects would be an added advantage.

Extensive experience with WFM software.

Exposure to Nice WFM tool added advantage.

Ability to simplify complex operations into repeatable processes

Comfortable in fast-paced environmen

Experience in Travel vertical /domain would be an added advantage.

Contact Centre Workflow Management experience

Exposure to the WFM software for forecasting and planning abilities.

Ability to simplify complex operations into repeatable processes

Comfortable in fast paced environment

Ability to make decision in time sensitive ambiguous situations

Educational Qualification: Graduation