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WFM Global SME

Bengaluru, KA
Job Code:
  • IT
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Job Details

ResponsibilitiesMaintain overall global Governance of Standard processes and Best Practices for Workforce Management function.Work with the business, support groups and leadership to develop improved tools and processes.Create detailed work instructions, process guides, quick reference guides and other documentation required to support ongoing delivery of the service.Identify potential escalations and alert management proactively.Proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.QualificationsRequirementsPrevious Capacity Planning Forecasting, Scheduling and/or Intraday analysis experience strongly preferred as well as experience with business intelligence and analytics.Bachelor's Degree in a business or quantitative field (Engineering, Economics, Mathematics, Business Administration).5+ years experience in Contact Center Workforce Management administrative positions required (Manager, Supervisor level).Demonstrated experience and success in leading larger scale WFM or Operations oriented projects in Contact Centers.Demonstrated expertise in managing forecasting, scheduling and Intra-day practices and delivery in multi-channel global contact center environments including phone, email and chat.Expertise in integrating and managing short term forecasts in Verint.Experience using various statistical tools for SL optimization and then communicating plans or risks clearly.Analytical and communication skills are essential to be successful in this role.Expertise in Microsoft Excel in a business environment.Experience writing formal business proposals; strong written and verbal communication skills are a must.Speaking-listening-writing skills, attention to details, proactive self-starter.Ability to meet tight deadlines and prioritize workload.Ability to develop new ideas and creative solutions.Ability to coach forecasting teams to produce the highest accuracy results possible.A passion for developing/maintaining a standard Global WFM model is required.Advanced degree in a quantitative field or MBA.Basic/Working knowledge of Six Sigma tools and Lean techniques preferred.Basic/Working knowledge of Project Management techniques preferred
Additional Degree: BE/ B.Tech (Engineering)

Experience: 5-10


Configuration/Release Mgmt | Project Leader/ Project Manager | System Administration
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