Job Description

Basic Functions

• Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and

other factors such as special events, seasonality, chum or growth, weather etc.

• Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure

optimum staffing always.

• Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat

requirements and logistics are being delivered while balancing cost and performance.

• Generates/reviews schedules accordingly to meet the business requirements enabling superior

customer service.

• Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs,

ensuring that all SLAs are met across accounts.

• Drives high client satisfaction by managing service levels situations and providing staffing,

scheduling and Real-Time Adherence solutions.

• Protects the organization’s assets through upholding the principles of Quality Information

Security Management System.

• Serves as the main point of contact for all WFM concerns.

Essential Functions

• Reviews and amends the long term and short-term forecasts, schedules, and reports while

ensuring accuracy and timelines of delivery.

• Ensures workforce management process and procedures are in place and followed.
• Conducts performance appraisals of direct reports periodically.
• Monitors daily, weekly, monthly and the annual center performance and alerts management of

any discrepancies or issues around it.

• Monitors daily performance of forecasts and schedules against actual metrics within the

center and applies changes to future plans.

• Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
• Assists in the implementation of a Workforce Management System within the organization to

enable effective management of shifts and work patterns.

• Perform routine audits of call center reports to ensure accuracy and integrity is maintained.
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the

organizations business functions.

• Able to analyze call center trends, including call volume, call patterns, staff productivity,

attrition rates, and resource allocation.

• Proactively collaborates with other departments to identify opportunities for improvement and

provides input on performance.

• Ensures regular coaching, feedback and recognition is being done with the direct reports.

Requirements

• 6-8 years’ minimum experience in Workforce Management
• Excellent skills in forecasting, scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Strong presentation skills
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with
• individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing
• environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish
• goals and solving problems
• Flexible and willing to work in shift schedules and during weekends.