Workforce Management Lead

Role Responsibilities: 

Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceededUnderstand and plan all aspects of staffing and capacity management for all sites directly responsibleOrganize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levelsProvide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequenciesManaging the day to day forecasting and scheduling for specified accountsEstablishes a statistical baseline forecast for all departmentsFormulate recommendations based upon analysis, data and input from users and departmental managementAppropriately forecast and account for growth due to seasonal variations and special eventsGathers data to understand the key drivers of volume (lead and marketing forecast, outbound call volume) and incorporate into forecasting and planningMake recommendations to implement improved processesResponsible for respective department's overall performance and for motivating team to exceed department goals and objectivesKnowledge, understanding, and compliance with TCAP policies and proceduresAccountable for all decisions, actions, and directives made to his/her teamResponsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including terminationFollow up in a timely manner to ensure customer satisfactionProvide feedback to management concerning possible problems or areas of improvementPerform other duties as assigned by management 

Role Profile:

Graduate of any related 4 year course Has background in Inbound, Outbound, and Non-Voice Services (knowledge on all lines of businesses is a plus)Preferably with at least 2-3 years experience in Workforce ManagementMinimum of 5 years’ experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interactionOne year prior experience working with workforce management technologies ideally TCS, IEX or Blue PumpkinOne year prior experience with Avaya or other ACD phone system requiredStrong analytical skills and ability to apply those real-timeExcellent problem solving and decision-making skillsExcellent oral and written communication skills at all levels of the organizationProficiency in Microsoft Office applications including Excel, PowerPoint and WordExceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.Ability to speak in front of medium to large sized groups of peopleSchedule FlexibilityTeam PlayerDependability regarding completion of assignments and attendance-