Job Description Job Summary: The WFM Team Resource 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.
➢ 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 Naïve, Seasonal Naïve & Drift Forecasts / Enterprise Artificial Neural Network Forecasting Casual Modeling & Forecasting / Regression Analysis / Exponential Smoothing / Probabilistic Modeling / Predicting Market Response
➢ Manpower Capacity Planning at a Strategic 12-18 months to interval level for next 2-8 weeks based on projected workload
➢ Create schedules at o Monthly / Fortnightly / Weekly optimized every week for next week.
➢ Monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.
➢ Responsible for monitoring call center agents to evaluate their functioning ensuring desired service performance
➢ Planning a variety of planning views / “what if” analysis
➢ Scheduling to business specific rules, preference based, multi week performance / rule based schedule bidding
➢ 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
➢ 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)
• 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, Cisco, Genesys, ICM, etc.
• Evidence of Continuous Professional Development within the field of MIS & Reporting on Excel / Access or other SQL data / databases