Senior Role – Workforce Management – BPO (10-20 yrs)

Looking for people from BPO background

Experience with Workforce management Tools:

Workforce management software

Requirements management tools or project management software such as MS Project

Experience working with:

– FTE based workforce models

– Outcomes based workforce models

– Variety of Telephony platforms (Avaya, Presence, Cisco etc.)

– Variety of Workforce Management tools (Totalview, Blue Pumpkin, Aspect etc.)

– Experience in activities related to:

– Workforce Optimization

– Cost to Serve reduction

– Workforce modelling and solutioning

– Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.

– Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use.

– Monitors real time contact volume both call and email/chat support and associated service levels and staffing requirements.

– Trends real time call arrival patterns and adjusts staffing accordingly.

– Identify call routing anomalies using real time monitoring applications.

– Oversees and maintains the Workforce Management (WFM) Platform / System

– Identifies real time call volume interruptions and system outages that impact contact center performance.

– Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.

– Conducts forecasting, creates staffing schedules, and monitors real time for schedule adherence Reporting:

– Compiles monthly reports the daily/monthly call center statistics.

– Report on workforce management plan

– Identifies risks and reports finding to various stakeholders

– People Management

– Team Structure & Placements

– Manages the Analytics structure & placements within the team

– Employee Engagement

– Performance & Discipline Management

Any Location

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