Workforce Manager

About the role

The candidate will be part of Reporting and Business Intelligence Team. Conducts and manages outcomes of various studies that include real time monitoring, analyzing, reviewing, forecasting, trending, and presenting information for operational and business planning. They support short and long term operational /strategic business activities – by developing, enhancing, and maintaining operational information and models. They also develop effective/strategic business solutions through research and analysis of data and business processes.

Key responsibilities

• Responsible for real time monitoring, tracking, documenting, and communicating agent activity on multiple lines of business
• Ensure adherence to schedules and raise alerts in a timely manner in case of deviations as per laid out guidelines
• Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations
• Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment
• Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data
• Analyze real-time call trends and adjust staffing to ensure service levels and company's financial goals are met
• Make necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents
• Explain, Present and Analyze current client performance on various Metrics and investigate trends and issues
• Provide Trends Analysis with supporting policies and procedures to provide meaningful insights and recommendations to stakeholders
• Lead and drive the team for root cause analysis and solution formulation, both corrective and preventive actions

About you

• Minimum of 3-5 years Supervisory/Managerial experience
• Minimum of 2-3 years RTA/BA experience
• Experience in Reporting, Data Management and Analysis and proficient in any WFM tool
• Advanced skills/expertise in MS Excel, PowerPoint, SQL, PowerBI, Tableau
• Excellent Oral and Written communication skills
• Ability to think in an anticipatory way, one step ahead of the process
• Ability to translate data results to business insights
• Able to work on a fast-paced business environment managing multiple deliverables
• Able to work with different stakeholders as an individual contributor
• Bachelor's Degree / Undergraduate degree or equivalent experience