SUMMARY

Manage your team of 5 and generates daily, monthly and quarterly forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth within a large BPO Call Centre

RESPONSIBILITIES

Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
Ensures that dialer settings are defined, set up and monitored accordingly
Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
Drives high client satisfaction by managing service-level situations and providing staffing, scheduling and Real-Time Adherence solutions
Protects the organization’s assets by upholding the principles of the Quality Information Security Management System
Serves as the main point of contact for all WFM concerns

REQUIREMENTS

Candidate must possess at least a Bachelor’s/College Degree
4 years minimum experience in Workforce Management
Dialer experience for outbound campaigns a must
Excellent skills in forecasting, scheduling and real-time time management a must
Strong organizational skills to ensure critical timelines are met
Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
Demonstrate analytical, organizational, problem solving and creative thinking skills
Flexible and willing to work in shift schedules and during weekends