Job Description

Roles & Responsibilities

Set strategic direction and manages overall delivery of real time, and operational metrics of the accounts within the location. Manages supervisors and helps with their succession to lead real time function across the location. Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements. Work with the onsite and offshore WFM team to provide alignment with real time playbook for each account. Responsible for driving achievement of real time metrics. Brief management on status of WFM functions and metrics. Coordinates with Operational Managers, DPE, Account Management and Clients to ensure WFM processes and practices are in place and properly executed. Educating both their Direct reports and other functions stake holders about pre-defined process and procedures by Senior leadership of WFM. Identify and leverage best practices. Manages their team to own RCA practice in case of failure to deliver related WFM real time metrics and produces readable, clear and comprehensive insights. Ensure effective use of resources and automated systems. Implements productivity and revenue increase by driving efficiency and other related metrics and initiatives. Act as escalation point to address and resolve real time support matters for the programme. Manage and ensure delivery of the executions of real time plans, ensuring the onsite and offshore team is meeting deliverables and deadlines. Manage the ongoing development of the onsite RTA Teams (Employee satisfaction, upskilling).

Desired Candidate Profile

• WFM of Solutions experience; demonstrate a clear understanding and first-hand experience of workforce management principles and processes in the following primary functional areas:
• Real Time Management 2 years Must have practical experience
• Real Time Supervisor of 1 year Must have practical experience
• Real Time Reporting and demonstrates best practice.
• Must have Planning & Scheduling side experience to help drive real time function as a sequence.
• Prior experience of client level communications.
• Demonstrates knowledge and experience of WFM Applications (in particular IEX) / Call centre tools / ACD Switch / WFM Now
• MS Office: Advanced Excel, experiences using other MS applications.
• Practical Experience of WFM Applications: NICE IEX Total view preferred.
• Knowledge of reporting tool and processes.
• Prior experience in a management / supervisory capacity.