Play a pivotal role in maximizing efficiency and service level requirements through meticulous analysis and adjustment of staffing. Maximize Efficiency and Service Level Requirements: Conduct meticulous analysis and adjustment of staffing to ensure optimal utilization of resources and meet service level requirements.
Take responsibility for overseeing and optimizing various aspects of our workforce operations, including strategic planning, data analysis, and fostering collaborative relationships with internal and external stakeholders.
Identify Excess Workforce or unproductive workforce across all business lines and make suitable recommendations for optimization.
Develop Statistical Forecasting Models and utilize advanced statistical forecasting models for predictive and prescriptive analysis using Python or R programming to gain deep insights into workforce demand.
Calibration Sessions Management, manage calibration sessions for company business lines to ensure alignment with strategic goals.
Dashboard Development and systems, develop dashboards and roll out reports regularly, ensuring alignment with desired quality and KPIs.
Implement action plans in conjunction with stakeholders. steering collaborative relationships with internal and external stakeholders.
Key Responsibilities:
1. Staffing Optimization: Analyze and adjust staffing levels to maximize efficiency and meet service level requirements, ensuring optimal utilization of resources.
2. Forecasting and Tracking: Monitor and report trends in project metrics, including changes to forecast, tracking center attendance, and staffing ratios. Utilize data-driven insights to make informed decisions.
3. Workforce Management: Manage workforce management processes to enhance operational effectiveness, including accurate utilization of WFM databases critical to business operations. Provide training and guidance to personnel on WFM tools and processes.
4. Strategic Planning: Anticipate future business needs, identify necessary investments, and build infrastructure to ensure optimization of workforce management strategies.
5. Team Performance: Lead WFM Team and maintain high KPI’s targets and metrics, evaluating projects and team performance. Drive continuous improvement initiatives based on performance insights.
6. Tool Deployment and Management: Own and drive the deployment of various tools and data mining tools in the contact center. Ensure seamless implementation and utilization of these tools to enhance operational efficiency.
7. Stakeholder Management: Build effective working relationships with internal departments and external partners to ensure alignment of workforce management strategies with business objectives.
Qualifications:
- Bachelor’s degree in Business Administration, Management, or a related field. Advanced degree preferred.
- Over 5 years of progressive experience in workforce management, preferably in a high-profile outsourcing environment.
- Strong analytical skills with proficiency in data analysis tools and techniques.
- Excellent communication and interpersonal skills, with the ability to build collaborative relationships across various levels of the organization.
- Demonstrated leadership capabilities, with experience in driving strategic initiatives and managing cross-functional teams.
- Proficiency in WFM tools and databases, with a commitment to staying updated on industry best practices and emerging trends.
