Job Description

Roles and Responsibilities

• 2-4 years of WFM experience in Forecasting , Planning and Staffing
• Minimum HSC or Graduate
• Team Management Skills for minimum 1 year
•  Strong computer skills that include proficiency in MS Office suite, particularly Excel.
•  Knowledge of WFM tools like IEX, Blue Pumpkin, eWFM etc.
•  Previous experience in a dynamic, fast-changing call centre environment required.
•  Proven analytical skills ability to communicate with various management levels.
• Must be able to communicate clearly and effectively with all levels within the organization.

Desired Candidate Profile

• Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations
• Manage a team of Planners who are responsible for forecasting weekly, daily and intra-day contact volumes, based on historical information and known future changes to the business plans.
• Create the operational call volume, AHT, load factor and FTE forecast for all supported lines of business in order to complete budget forecasts, attrition forecast and hiring analysis and recommendations
• Responsible for the management of call volume forecasting, tracking, and planning
• To ensure that all forecasts are delivered on time and where possible analyse data to make recommendations to enhance performance.
• Work with remote Sitel sites, including outsource partners, in a centralized WFM environment
• Work with real-time team to optimize operational performance on a daily basis
• Long-range forecasts (hiring requirements).
• Provide support in creation of capacity plans, ramp plan, and recruitment plan.
• Manage Forecasting and Supply Management of Resources that would include people, seats and bandwidth.
• Maintain planned Vs actual forecast details for review with Leadership.
• Monitor performance and optimize operational performance on a daily basis
• Specific duties include staff management, providing forecasts to Client and third party, working with call center staff to create and modify staff scheduling.
• Oversee scheduling philosophy of schedule assignments
• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and undertime
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversee analysis and reporting of employee performance including schedule adherence
• Perform other duties and assignments as directed