WFM Manager

Job Summary:

The WFM Team Manager is responsible to take ownership of deploying & maintaining the WFM Toolkit with ability to review

volume drivers - customer base, acquisition strategy, seasonality effects, workflow design, contact media channel, geographical

specifications, events driving interactions & the technology deployed - build optimized workflow with real loaded Average

Handle Time that is refined to calculate resource requirements for people, property & logistics across contact center, branches

& field as applicable with site specific sensitivities / compliances incorporated.

Key Responsibilities:

Forecasting or Awareness of various techniques like by Causal / Econometric Modelling Forecast - Time Series

Decomposition / Regression Analysis & Dynamic Regression Exponential Smoothing Census II X-11 (Additive and

Multiplicative) / Autoregressive / Integrated / Moving Average ARIMA (Box, Jenkins & Reinsell) / Probabilistic

Modelling / Predicting Market Response / Demand Forecasts on Nave, Seasonal Nave & Drift Forecasts / Enterprise

Artificial Neural Network Forecasting Casual Modeling & Forecasting / Regression Analysis / Exponential Smoothing /

Probabilistic Modeling / Predicting Market Response

o Volumes, Manpower & Infrastructure Capacity Planning at a Strategic 10/5/1 year to 9/6/3/1 monthly to

interval level for next 8 weeks to Workload Balancing / Volume Offsetting decisions.

Planning a variety of planning views / what if analysis

Scheduling to business specific rules, preference based, multi week performance / rule-based schedule bidding

Workflow & Workload Optimization (Front Office Voice ACDs / Dialer Management & Back Office email / fax / chat /

website ++)

o Monthly / Fortnightly / Weekly optimized every week for next week.

Schedule management of Future Schedule Change & Historical Adherence Exception Management for accurate

Analysis

Service Delivery by Real time Adherence & Intervention / escalation

o Start with daily Review Action Plan (RAP) & Monitoring through day

Change Management through the day including reforecast to queue busters ++

Multi Skill & Multi Site Management including Precision Routing across Retained & Outsourced Operations ++

Communication Hub across integrated service operations

System & Business Administration providing necessary audit & control processes to maintain process / workflow

integrity

Tools & Capability Support

o Automation & Tracking Tools for In-Office & On-Field Force

o Multi-Channel Management & Integration

Time Off / Vacation Management on rules or bidding as specific

Performance based Employee Engagement Management

Capacity Planning for Hiring, Release, Redeployment, Skills Planning, Infrastructure, Logistics & Training Needs

Analysis Management

High Value Analysis for Corporate Decision Quality by Business Support Efficiency Managers (WFM SMEs)

Synopsis

To assist the Management and ODC with the Daily/Weekly/Monthly basis Dashboards from ERP, WFM & UI tools

across Voice & Non-Voice channels.

Understand the WFM Activities and capable to work on WFM tool in business or of an Excel TCS erlang / backlog

Scheduler.

Manage Forecasting, Scheduling of Resources with Rolling Capacity Planning & Demand requests

Work independently to handle Internal & Customer Requirements by providing timely and Required Reports with

Trend Analysis

To assist with the input and output of systems supplying business data along with Process & Agent Performance,

ensuring

Internal & external deadlines are to be met

To ensure that appropriate quality standards are met.

To ensure that MIS & Reports data is accurate and robust ensuring that reports are accessible to appropriate

audience.

Liaise with relevant external bodies as appropriate

Position Qualifications: Minimum Qualifications:

Minimum of 5-6 years experience in managing WFM/MIS functions

Professional Skills:

High Level of Skill in working on at least one WFM tool (Genesys, Nice WFM, Aspect eWfm, Verint i360, Teleopti, Avaya Aura,

etc.) & understanding of at least one ACD (Avaya, Nortel, Genesys, Cisco ICM, etc.

Evidence of Continuous Professional Development within the field of MIS & Reporting on Excel / Access or other SQL data / databases