WFM Manager

Key Responsibilities

• Create Capacity Plans for Enterprise and co-create with partners for their sites.
• Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements.
• Work on the overall Capacity planning for HC
• continuously monitor the performance against the plans and refine and redefine assumptions as and when required.
• Modeling FTE requirement for long and Short-term including capacity recommendations to close gaps and optimize resources.
• Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
• Maintain Historical Data and trends.
• Review DOW and Intraday Patterns
• AHT profiling
• Assumption Management
• Own HC reconciliation with partner WFM teams.

Desired Skills:

• Experience in managing multi-site and multi-vendor environment.
• Strong process and mathematical orientation
• Experience of data modelling, simulations, and scenario planning
• Experience of stakeholder management and aptitude of planning risk identifications
• Analytical and good understanding of Contact Centre metrics
• Strong business acumen
• Should be a good communicator and a collaborator.
• Strong Communicator and decision maker
• Experience with NICE/IEX WFM will be an added advantage.
• Strong attention to detail and sense of professionalism and ability to develop relationships.