Job Description

Job Title:

Sr. Supervisor WFM

Key Responsibilities:

• Track and Manage the PnL for his portfolio of WFM Engagements
• Support/drive transitioning of new clients.
• Act as the CNX WFM Account manager for his accounts
• Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking for your account.
• Manage the WFM Services for the aligned accounts and team for various geographies.
• Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking)
• Design and implement continuous improvement/high impact projects
• Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services
• Facilitate development of WFM employees through effective certifications in WFM University
• Work on creating a pipeline of resources to cater to growth in existing accounts as well as new on-boarding new clients.
• Planning & Scheduling
• Manpower Planning, Scheduling, Transitioning new logos
• Updating & maintaining master trackers
• Preparing and publishing WBRs, MBRs, QBRs
• Preparing PPTs and presentations
• Forecasting knowledge and able to forecast basis different methodologies.
• Running scenarios and simulations basis requirement
• Creating Interactive Dashboards for Client and Delivery
• Understanding of Workload and HC calculations
• Perform financial evaluation using actual performances which involves relevant WFM metrics and contractual targets
• Provide end to end analysis of financial assessment on weekly basis rolling up to the month
• Create accruals for revenues that may have been possibly earned but are not yet recorded in the account
• Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis
• Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle
• Calculate the positive and negative impact of compensated and non-compensated performance metrics on overall revenue
• Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making
• Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business

Essential Skills:

• Graduate in any field, with experience in Contact center / outsourcing industry
• Added advantage to have experience of WFM Tools (NICE WFM/Verint/Aspect).

Desired Skills:

• Knowledge of Contact Centre methodologies and operational principles
• Excellent communication skills
• Thought leadership, Outcome focused.
• Strong ownership and can-do attitude, dealing with ambiguity

• Awareness of the Industry trends/ Upcoming technologies which would impact Contact Center Industry.
• Analytical and Problem-solving ability
• Knowledge of Contact Center Telephony/IVR and routing platforms.
• Experience in SQL, business intelligence and reporting platforms would be an added advantage.

· Experience in transitioning projects would be an added advantage.

· Ability to simplify complex operations into repeatable processes

· Comfortable in fast-paced environment

Location:

IDN Jakarta - Millennium Centennial Center

Language Requirements:

English

Time Type:

Full time