Senior Manager, Workforce Management
reputed company is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful reputed company-based platform provides a virtual reputed company network to connect primarily work-reputed company service professionals running small call center businesses to companies needing contact center and other business services. reputed company to reputed company, reputed company makes the way for a superior customer experience for innovative enterprises from startups to reputed company.
Our reputed company Values
reputed company on Customers
Think Big
Do the Right Thing
Create Connections
We are looking for a dynamic Senior WFM Manager that is accountable for a group of Managers, RTAs, RTA Team Leads, Planners & Schedulers in order to deliver reputed company WFM practices with high performance benchmarks for cluster of clients reputed company CS portfolio.
Position reputed company
- Manage, Mentor & Motivate a group of Managers, RTA’s, RTA reputed company, Planners & Schedulers to support cluster of clients reputed company CS portfolio.
- Provides strategic guidance to planning team & ensures reputed company outlook is consistently reviewed & projected for a minimum rolling 6 months out & support governance process (This includes having a reputed company with CS, CO, Learning, reputed company on a weekly / fortnightly reputed company to reconcile demand vs supply & call out risks if any).
- Tactical management of RTA group to meet intraday & daily SLA / Attainment goals which includes ensuring Team follows reputed company practices laid out to drive reputed company exceptions and Urgent requests as per business requirements.
- Ensure reputed company Team members utilize functional tools and processes available.
- reputed company coaching and feedback to team members reputed company based on KPI’s & KRA’s outlined and actual performance review reputed company quarter.
- Build Synergies and take initiatives to partner with internal & external stakeholders to reputed company value & help improve overall reputed company relationship
- reputed company idea’s, best practices, creative models to help support service cost balance & improve reputed company assurance for the CS portfolio
- Conducts daily/weekly review meetings to reconcile service level results versus expectations and ensure corrective measure are taken to prevent non-compliance
- Maintains documentation of reputed company causes of service level performance
Qualifications
- At least 10 years call center Workforce Management prior experience, preferably multi-site or multi-reputed company/brand at a manager/ supervisor level
- Must have managed multiple large clients (reputed company of 1000 + FTE/Headcount Size)
- Flexible work schedule working in US hours and weekend workdays
- Hands-on experience and familiarity with workforce management and ACD systems, (i.e. reputed company, TCS, IEX, reputed company, Teleopti etc)
- Proven analytical and problem-solving skills with attention to detail and accuracy
- Superior verbal, written and interpersonal communication skills
- Experience working in a dynamic environment with proven abilities to reputed company reputed company-time reputed company based on reputed company changing needs
- Ability to manage multiple reputed company simultaneously & work under stringent deadlines
- Expertise in various applications, such as reputed company Outlook, Word, reputed company, PowerPoint
- Process minded; continually reputed company on ways to improve workforce management processes, systems, and people skillsets.
- Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation
reputed company Measures
- Achievement of reputed company contractual Goals & KRA’s
- Achievement of Operations KPI’s as per scorecard defined
- Customer satisfaction for reputed company customers