Job Title:

Sr. Manager WFM

Job Description

Sr. Manager, Planning & Scheduling

Roles & Responsibilities –

Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.Manage the WFM Services for the aligned accounts and team for various geographies.Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking)Lead and Manage WFM Consulting projects.Engage in Proof-of-Concept for the WFM Services verticalTrack and Manage the PnL for his portfolio of WFM EngagementsSupport/drive transitioning of new clients.Collaborate with WaaS leadership to create business proposals for potential clientsAct as the CNX WFM Account manager for his accountsManage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking for your account.Design and Implement continuous improvement/high impact projectsBenchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM ServicesFacilitate development of WFM employees through effective certifications in WFM UniversityWork on creating a pipeline of resources to cater to growth in existing accounts as well as new on-boarding new clients.

Skills and Experience –

Knowledge of Contact Centre methodologies and operational principlesExcellent communication skillsThought leadership, Outcome focused.Strong ownership and can-do attitude, dealing with ambiguityKnowledge of WFM Tools (NICE WFM/Verint/Aspect).Awareness of the Industry trends/ Upcoming technologies which would impact Contact Center Industry.Analytical and Problem-solving abilityKnowledge of Contact Center Telephony/IVR and routing platforms.Experience in SQL, business intelligence and reporting platforms would be an added advantage.Experience in transitioning projects would be an added advantage.Ability to simplify complex operations into repeatable processesComfortable in fast-paced environment

Location:

IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr

Language Requirements:

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents