Manager - Planning & Scheduling (7+Years)

Location : Gurgaon

Job Description

Our client is a leading global technology and services company with market cap of $4.26 billion.
It has over 270,000 employees spread over offices in 6 Continents & over 70 countries


Role and Key Responsibilities:

Single Point of Contact for any Client requirements.

  • Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.

  • Support/drive transitioning of new clients.

  • Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking.

  • Manage the WFM Services for the aligned accounts and team for various geographies.

  • Proactive Detection, Alerts and Notifications on Gaps.

  • 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.

Key skills & knowledge:

  • Knowledge of Contact Centre methodologies and operational principles

  • Excellent communication skills

  • Thought leadership, Outcome focused.

  • Strong ownership and can-do attitude, dealing with ambiguity.

  • Knowledge of WFM Tools (NICE WFM/Verint/Aspect).

  • 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.

  • Extensive experience with WFM software.

  • Exposure to Nice WFM tool added advantage.

  • Ability to simplify complex operations into repeatable processes

  • Comfortable in fast-paced environmen

  • Experience in Travel vertical /domain would be an added advantage.

  • Contact Centre Workflow Management experience

  • Exposure to the WFM software for forecasting and planning abilities.

  • Ability to simplify complex operations into repeatable processes

  • Comfortable in fast paced environment

  • Ability to make decision in time sensitive ambiguous situations

Educational Qualification: Graduation