Responsible for identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience and demonstrating long term, mid-term and short-term forecast and capacity plans to business owners.
Reviewing complex financial information, business analysis, resource management, and functional documentation.
Work closely with Contact Center Head, LOB head and Lenovo s internal stakeholders in streamlining processes and driving key metrics.
Participate in review calls in identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience.
Demonstrate long term, mid-term and short-term forecast and capacity plans to business owners. Align business demand and balance out the agent level shrinkage, utilization, and occupancy levels.
Drive capacity requirements for various customer touch points (voice calls, Chat, Email, social media, post sales etc) after encompassing the various initiatives planned namely automations, self-serve, process improvements, etc
Develop full-scale capacity plans, associated communication documents, define key variables, create strategies for risk mitigation and contingency planning.
Review and evaluate past trends in key performance indicators including all areas of Operations, MM trends, Unit volumes plans.
Supervise the creation and maintenance of User IDs.
Supervise the scheduling and RTM for all lines of business. Manage ad-hoc requirements from Ops & any other functions.
Monitor performance indicators, highlight trends, and analyze causes for unexpected variances. Support operations with daily/Weekly/Monthly reports and automated dashboards.
Key skills & knowledge:
8+ years within the field of WFM
Decision making capability, time management, WFM domain knowledge, Problem solving skills, Statistical and Analytical capability
Knowledge and understanding of statistical methods of forecasting
Good knowledge of CC technology and infra, expertise on WFM solutions as also reporting tools and programming tools.
