Senior Manager Global WFM

The individual should understand the basis of forecasting and is responsible to deliver a capacity plan based on the forecast. As a part of the process, he/she is responsible for forecasting processing time, shrinkage, attrition, and/or other required metrics and input for the capacity management process by use of standard capacity planning tools and analysis. Translating that demand into necessary workforce supply for the long/medium and short term. This will include managing a capacity planning model that performs sensitivity analysis on historical data to compare staffing levels and build supply scenarios to meet future demand in a predictive manner. He/she will participate in developing a long-range strategy for the function to address future needs with data models, data consumption tools, predictive modeling, and emerging technologies. In addition, she/he will have accountability for supporting the design, development, and interpretation of workforce reports and dashboards including identifying key trends, opportunities, problem areas, and functional supervision of the Scheduling process for one or more accounts. He/she will be responsible for the capacity, staffing, and resource management of one or more accounts and is providing guidelines and directions for the WFM Scheduler in creating the schedule and reviewing the output of the scheduling process before being transferred to GWFM Real-Time Management team. All these tasks are performed in such a way that optimal utilization and occupancy of the workforce is realized and project KPI’s can effectively be met.Senior Manager Global WFM

Education : Any Bachelor’s degree or higher  

Experience :  Ideal candidature would be 8+ YEARS OVERALL EXPERIENCE WITH MIN 10+ years’ experience in Contact Centre utilizing Contact Centre tools, metrics, models, and reporting to predict and ensure optimal performance across multiple contact channels and program groups.

Roles & Responsibilities :

Objective and responsibility.  

• Build and maintain operational functions capacity plan. 

• Headcount reconciliation - Coordinate the global use of the headcount forecasting system with a focus on data accuracy and key stakeholder understanding. Act as a point of contact. 

• FTE Financial submission (which is done quarterly review on Cost). 

• Manage capacity plan reviews with Ops leads. 

• Manage project requirements within the capacity plans. 

• Adhoc sizing activities for new business.  

• Manage the headcount forecasting process with consideration of known business events and strategies. 

• Act as the primarily liaison with external vendors supporting the headcount forecasting process for the purposes of monitoring system performance and continuously improving process outcomes. 

• Prepare monthly reports summarizing the headcount forecast at the corporate and business group levels. Present and discuss reports with leadership including analysis and commentary on key trends and observations. 

• Partner across key stakeholders to ensure that process design, planning and delivery achieves organizational goals assessed metrics including financial, time-based, and population targets. 

• Work with a continuous improvement mind set to identify opportunities to improve and simplify processes and programs to deliver enhanced outcomes, reductions in re-work and alignment to resourcing capacity. 

• Anticipate and resolve issues and barriers managing appropriate escalation as needed to ensure assigned objectives are completed on time and within agreed parameters. 

• Act as a Project Manager or leader for change initiatives including process, system or vendor reviews and implementation. 

• Implement workforce planning based on predictive and analytical methods to ensure the availability the right workforce as a strategic differentiator. 

• Analyze and report on critical workforce metrics to enable leadership decision support. 

• The candidate will be part of the WFM team. Whose primary responsibility is to own and manage end to end resource planning, for all geographies based on programs. Deliver capacity plans on desired frequency to stakeholders for hiring, capacity generation for client discussions. 

As a Strategic Thinker: 

Develops, supports, and drives strategic objectives of the workforce management on behalf of multiple business units and in alignment with enterprise goals. 
Forms effective partnerships with various contact center operations, business unit leadership, and corporate support functions to understand and address GEO-specific staffing requirements. 
Ensures development and execution GEO and site-level long-term forecasts and workforce budgets. 
Develops, communicates, and continuously assesses position requirements for direct reports; coaches’ colleagues to improve individual and team performance against established metrics. 
Identifies opportunities to enhance scheduling efficiency and increase colleague effectiveness in response to changing business needs and client segment requirements. 
Communicates with executive management regarding long- and short-term forecasts, the impact of procedural and process changes, and other staffing and operational effectiveness issues. 
Works effectively within a team-based environment and maintains good internal and external client relationships. 
 
 As a Partner with Clients/ Stakeholders: 

• Investor Satisfaction: 

• Ensure planning function works towards maximizing revenue from operations. 

• Give timely inputs to maximize revenue and optimize cost. 

• Proactively reduce WFM cost. 

• Provide budgetary inputs to the finance team. 

• Actively participate in annual & quarterly budgeting process. 

  
Customer Satisfaction: 

• Engage with clients / internal customers for value add.  

• Act as a consultant for the clients / internal customers. 

• Provide geography-specific inputs for new solution design. 

• Ensure that all new projects GO-Green from WFM perspective in the geography .

     

Employee Satisfaction: 

• Ensure high team morale. 

• Ensure development of the second level of leadership. 

• Ensure good work culture. 

• Coach/mentor and upskill the team. 

• Ensure learning and development of all team members. 

Mandatory Skills :

• Good Command of English both written and spoken. 

• Experience in planning for Calls/e-mails/social media etc.

• Demonstrated experience partnering at multiple organizational levels and across remote teams. Experience with external vendor management is preferred.

Preferred Skills :

• Strong skills of MS office (specialized MS Excel & Power Point).

BLR, Surya Wave BuildingIndia