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The Responsibilities:
- Understanding of key business objectives, timeframes, and requirements associated with Workforce Management.
- Responsible for tracking, forecasting analyzing real time management and planning of assigned call volume, headcount requirements, shrinkage, attrition and handle time goals throughout the group sites.
- Reporting of Daily program metrics on assigned projects
- Makes strategic recommendations to improve productivity while balancing service levels and costs
- Ensures that the team follows workforce procedures.
- Assist in resolving serious customer complaints and escalated issues
- Participates in daily and weekly meetings that requires WFM involvement
Knowledge, Skill Set & Qualifications Required (External)
- At least 3-5 years experience in managing workforce operations with client/and or senior management interaction
- Experience managing back office in insurance claims processing operations
- More than 5 years Workforce Management experience with a minimum of 1 year experience as a Manager
- Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster
- Advanced knowledge on AVAYA CMS
- Has handled programs with > 1000 FTEs
- Expertise in back office capacity planning, forecasting, real time, reporting and scheduling
- Strong statistical analysis
- Proficient use of workforce management tools
- Able to organize large amount of data to identify trends and patterns
- Ability to manage multiple, complex, on going projects and tasks
- Has strong command of the English language both verbal and written communication.
- Ability to create/manage scheduling and real-time management processes and tools effectively.
- Strong Analytical and Management skills to create and develop improvement plans for respective direct reports
- Ability to work with a team and individually would be of great help for this position.
- Open to working on any shift especially graveyard