Assistant Manager - WFM

This WFM resource is responsible for Creating schedules based on forecast and actual trends.

Improve efficiencies and enhance utilization of resources.

Support Real time teams to manage and achieve the SLAs

Process related experience: •Expert level understanding of Workforce management principles such as Erlang C etc.

Extensive experience with short term forecasting and scheduling within the contact center environment in Both inbound, Outbound and Non voice channels.

Across Multi / Omni Channel environments.•Experience with Workforce management Tools:- Variety of Telephony platforms (Verint, Presence, Cisco etc.)

- Power BI knowledge, and requirements management tools or project management software such as MS Project will be added advantage•

Experience working with:- Building Schedules using WFM software and Earlang C calculators

- Sound knowledge of RTA management and effectiveness of scheduling

•Experience in activities related to:- Intraday forecasting and DOW adjustments of schedules.- Manages large scale scheduling based on WFM tolls or Erlang C Calculators

- Manage and optimize existing schedules based on Actual trends

•Study Historical trends, business changes, Operational effectiveness

•Identify call routing anomalies using real time monitoring applications.

•Oversees and maintains the Workforce Management (WFM) Platform / System from Scheduling perspective

•Identifies real time call volume interruptions and system outages that impact contact center performance.

•Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.•Performance & Discipline Management