Workforce Management Specialist

Job Description

OVERVIEW:

HCL BSERV is looking for the above position for its client, a large US based Company. The client is an American multinational telecommunications conglomerate.

JOB SUMMARY`

Candidate will serve as Workforce Management Lead Associate in a Contact Center environment responsible for all WFM tasks.

within the Fulfillment department. Key responsibilities include perform forecasting, staffing & scheduling activities.

Essential Duties and Responsibilities

• maintain the capacity planning reports and ensure all hiring are on time.
• Forecasting, Staffing & Scheduling activities
• Weekly Capacity Plan and Mitigation Plan
• variation and act accordingly.
• performance gaps to LOB management.
• to provide insights to Client during weekly conference calls.
• for Building effective working relationships with internal and external customer.
• accuracy of schedule measurements for continuous improvement, making recommendations to improve scheduling efficiency and team member satisfaction.
• and works with staff members, management, human resources.
• any other related duties as required or assigned.
• strong analytical skills, with emphasis on forecasting.
• connect to showcase staffing summary.

EDUCATION/EXPERIENCE

The minimum experience requirements are:

4-6 Years’ experience in Workforce Management, preferably in contact centers with at least 200 employees

Bachelor’s degree preferred with 6 months to 3 plus years’ relevant work experience.

Currently working Experience with Workforce Management software (scheduling, performance tracking, reporting)

SCOPE LEVEL

Responsibility:

Produces call volume forecasts on a daily, weekly, monthly basis for multi-site operation.

Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and

long-term staffing models and provides recommendations based on analysis.

Compares results to forecast and identify opportunities for improvement.

Perform workforce management techniques to suggest intra-day adjustments to maximize resource.

efficiency and achieve service level goals / business objectives.

Perform continual analysis of current performance (noting recent historical trends) and reevaluate capacity to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.

Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.

Other related duties as assigned.

SKILLS AND COMPETENCIES

Demonstrated strong analytical skills, with emphasis on forecasting.

Ability and willingness to learn new software applications.

Skills in complex problem solving, judgment, critical thinking and decision making.

Ability to be highly organized with an emphasis on accuracy and timeliness.

Ability to organize information and have attention to detail and accurately follow procedures.

Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.

Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.

Ability to work occasionally on evenings and weekends to meet deadline.

Contact Person- Priyanka Shastri

Contact No.: -

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