Workforce Management Specialist

Location

Bangalore | India

Job description

Responsible for strategic planning of staffing requirements for multichannel environments across the organization. Ensure teams supported, achieve desired performance and budgetary objectives derived from understood business drivers and customer needs. Provide actionable insights through data gathering and analysis, and present findings to service leaders. Responsibilities include long-term forecasting for at least 18 months in advance, staffing analysis and recommendations, documenting return on investments, analyzing and proposing actions that will improve Contact Center performance, serving as a subject matter expert in Workforce Management (WFM) practices, and providing support to WFM team to ensure all short-term and real-time tasks are completed.

Responsibilities:

• Long term planning of each assigned business unit maintaining a rolling 18 month forecast and headcount requirements, In-Chair Occupancy, and Capacity / Staffing Plan across multiple communication channels (phone, email, chat).
• Prepare and deliver proposals, presentations, and cost benefit analysis for staffing recommendations.
• Coordinate coverage and completion of intra-day, daily, weekly, and monthly deliverables with short-term and real-time workforce management team members.
• Update queue and agent settings to align with changes with assigned business units.
• Maintain skilling matrix for each business unit assigned.
• Monitor profile requests to ensure forecast/performance impacts are tracked.
• Work with short-term and real-time workforce management team members to audit skilling, schedule requests, and ongoing task completion on a weekly basis.
• Serve as subject matter expert to assist with training new employees and assist team members with process questions.
• Research Workforce Management industry trends and best practices to recommend improvements to processes and procedures.
• Attend weekly meetings for each business unit assigned and present Capacity Plan on a monthly basis (or as requested).
• Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology.

Requirements:

• Bachelor's Degree - Preferred
• 3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel environment.
• Possesses strong technical aptitude.
• Excellent interpretation of complex statistical data.
• Strong verbal communication and listening skills.
• Effective interpersonal skills.
• Excellent collaboration and team building skills.
• Excellent organizational skills.
• Ability to lead/manage others.
• Demonstrates project management skills.
• Develops and delivers effective presentations.
• SWPP Certification - Preferred

Job tags

Salary