Assistant Manager - WFM

Skillset and Criteria

• Should have knowledge and experience in RTA, scheduling, capacity planning, billing
• Candidate should have knowledge of scheduling based on workload method and Erlan-C
• Candidate should have detailed knowledge of capacity and manpower planning along with client handling experience for capacity calls, should have knowledge of PCM , FTE and hourly billing.
• Provide end-to-end Work Force Management Support to Operations and support functions.
• Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary.
• Establish and maintain communication channels regarding events that impact call and claim volumes
• Responsible for all aspects of Data management including Data Analysis, SLA performance management, Insight development
• Creating and publishing intra-day, weekly, monthly, quarterly and ad-hoc reports that give a representation of the performance with actionable insights
• responsible for forecasting the call center staffing variables (i.e. call volume, average handle time, off-phone activities, overflow, etc.) and- working with the leadership team to validate the planning assumptions and volume forecast
• Formulate recommendations based upon analysis, data and input from users and departmental management
• Maintaining a close working relationship with all departmental leadership in developing staffing strategies
• Advise process owners, Business Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload- between departments and sites on a regular as well as ad hoc basis.
• Partner with process owners regarding Capacity planning based on actual experience and trend analysis and implement necessary tactics to achieve service targets.
• Partner with staff and leadership (e.g., Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis- of reports (e.g. consolidate queues, change work hours).
• Analyze, develop action plan and resolve service delivery and / or service level / TAT issues.
• Review Key Performance Metrics and subsequent drivers, implementing actions for improvement
• Collaborate with supervisors to identify and track both planned and unplanned absences.
• Review forecasts on an intra - daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for- improvement and implement solutions.
• Identify call volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis.

Skills Required

RTA, Operations, Data Management, Workforce Management, Billing, Forecasting