Deputy Director - Workforce Management & Analytics

About the role :

The Deputy Director of Workforce Management (WFM) and Analytics plays a pivotal role in planning and optimizing our contact center operations. This role requires expertise in managing and planning forecasts for contact center operations, meticulous cost management, and proficiency in using forecasting and analytic tools. The incumbent will lead a team responsible for ensuring efficient staffing and resource allocation to meet service level objectives and improve overall operational performance.

Key Responsibilities : 1. Forecasting & Planning :

• Develop and maintain contact center forecasting models to predict workload, service demand, and staffing requirements.
• Collaborate with relevant departments to gather historical data and market trends to refine forecasting models.
• Ensure accurate and timely forecasts to support optimal staffing levels.
• Plan and collaborate with outsourced partners to staff right across interval levels during the day.

2. Cost Management :

3. Resource Allocation :

4. Tool Expertise :

5. Analytical Insights :

6. Team Leadership :

7. Collaboration :

Qualifications :

Additional Information :

This role may require occasional flexible hours to accommodate contact center shifts and real-time monitoring. If you're a highly motivated, analytical thinker with a passion for optimizing contact center operations and leading teams, we encourage you to apply for this Deputy Director - WFM Analytics role. Join us in our mission to deliver exceptional customer service and drive operational excellence.

Locations

Bangalore