ASSOCIATE MANAGER – MIS/WFM

Requirements:
• Minimum experience of 4 years in WFM/Service Delivery Profile (Contact Center)
• Total experience of more than 6 years
• Candidate should be a Graduate (10+2+3) as applicable in Philippines
• Should have at least 2 years of experience in the Supervisory Role
• Should have an excellent communication skills (both Written and Verbal)
• Should be good in MS Excel and Power Point
• Should possess strong Analytical Skills
• Can create decent presentation/slides to be presented to Senior leaders and Clients
• Can work well with senior leadership in driving WFM initiatives and process improvement.
• Good oral and written communication skills
• Excellent analytical skills.

Roles and Responsibilities:
• Manage the team of Traffic Supervisors (Intraday Queue Management)
• He/She will be responsible for the SLA Delivery for Contact Center (sites) under purview
• Coordinating with Ops Team for scheduling Inputs for WFM Team
• Responsible for collating and providing Inputs for Capacity Planning to WFM Team
• Responsible for ad-hoc reporting (as and when required)
• Interact with Process Owners/HOD’s as needed for Service Impacting Issues
• Keeping check on Service Impacting Parameters (such as AHT, Break Management, Shrinkages, etc)
• First Point of Contact for Clients regarding WFM Queries (Philippines Site)
• Responsible of Performance Appraisal of Direct Reports
• Manage the Contact Center Schedule Adherence (Tracks and Raises Alerts)
• Assisting Special Projects and performing other duties as assigned
• Conduct Analysis and Recommending solutions to real time performance issues
• Regular Inputs on Staffing and Seat Optimization
• Check Optimum Staffing Level is maintained for Programs under Purview
• Setting up review cycles for Planning Inputs and validating Inputs provided by Ops Team
• Close watch on the Actual Staffing and raising alerts for any Over/Under Staffing
Job Description
• 7+ years of experience in WFM, with complete background in Real Time, Scheduling, Forecasting, Capacity Planning, and handling groups of analyst
• With strong background in multiple call center environment
• Able to manage multiple internal and external clients of different billing type.
• Responsible in driving continuous improvement plans, service agreement models and WFM initiatives
• Can perform time and motion study and use its result to improve old processes
• Able to organize, review meetings to identify improvement opportunity and track till closure
• Expert in understanding/designing huge data set into a structured format easily consumable by operations partner.