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:
- Lead and Manage WFM Consulting projects.
- Engage in Proof-of-Concept for the WFM Services vertical.
- Track and Manage the PnL for the portfolio of WFM Engagements
- Support/drive transitioning of new clients.
- Act as the Company WFM Account manager for his/her accounts
- Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Centre efficiency.
- 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.
- 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 -onboarding clients.
- Planning & Scheduling
- Manpower Planning, Scheduling, Transitioning new logos.
- Updating & maintaining master trackers
- Preparing and publishing periodic reviews for management
- Preparing PPTs and presentations
- Forecasting knowledge and able to forecast basis different methodologies.
- Running scenarios and simulations basis requirement
- Data reporting to other departments like Finance , IT Operations etc.
- Creating Interactive Dashboards for Client and Delivery
- Recognize and recommend operational and support improvements for the enterprise.
- 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
Key Skills and 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.
- Awareness of the Industry trends/ Upcoming technologies which would impact the Contact Centre 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 shall be an added advantage.
- Ability to simplify complex operations into repeatable processes.
- Comfortable in fast-paced environment
Please send your mails to : monu@creativeindians.com
