Deputy Manager – Workforce Management – BPO (6-9 yrs)

DM- 6+ Years

– Capacity planning, Scheduling/forecasting and reporting is must.

– Has to be strong in Reporting (advance excel, VBA and Macros).

– Excellent theoretical and practical understanding of resource planning methodologies and call centre and back office dynamics

– Must have experience in building RFP, Revenue Projections and Budget Plan

– Thorough understanding of different billing models and impact of WFM for each

– E WFM Tool – Aspect or IEX Total View

– Excellent verbal, written communication and influencing skills

– Experience on Workforce Strategy and Planning including Demand and Supply Forecasting for Resource and Cost Optimization

– Implementation of WFM Systems & Resource Planning tools / methodologies

– Should have working experience in Seat Management

– Must have strong knowledge of workforce management software, in addition to excellent excel and resource plan modeling skills

– Preparing of schedules using Erlang for different queues across multiple locations

– Work closely with the Operations Director, Manager and Supervisors

– Manpower Planning for optimal utilization of resources

– Must have the experience to handle Capacity Planner and Scheduling team

– Propounding scheduling templates, Automation of daily deliverables using VBA for MS Excel, work patterns, business rules, and break / offline activities management to improve the accuracy of scheduling and achievement of organization goals

– Analyse forecasted volume with consideration to historical trends and initiatives known to impact workload minutes or staffing

– Creation of Capacity Plans based on the 18 or 36 months outlook and FTE required. Highlight risks to operations pertaining to future SL outlook.

– Coordinate with various departments and perform all capacity planning activities in facility

– Assist finance departments and prepare plans for all demands for various departments.

– Ensure compliance to all guidelines and ensure optimal utilization of all resources.

– Should have Mathematics / Statistics background

– Thorough knowledge of advanced MS excel is a must

– Knowledge of call center technology metrics processes and practices

– Must understand the Workforce management cycle and concepts

– Basic exposure/understanding to tools like CMS/Nortel/Aspect will be an added advantage

– Exposure to WFM software like IEX, Verint impact (Blue pumpkin), eWFM will be an added advantage

– Basic exposure/understanding to tools like CMS/Nortel/eWFM will be an added advantage

– Willing to work night shifts

– Good communication skills

– Should be a graduate


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