Job Description

- Leads the Global WFM COE (Forecasting, Scheduling and RFP / RFI Solutions) for the organization.

- Develops creative WFM solutions to suit and address prospective customers business problems.

- Works closely with various stakeholders across the organization and supports the Sales team with creative WFM solutions to address all RFP / RFI requirements.

- Forms effective partnerships with various contact center operations, business unit leadership, and corporate support functions to understand and address organizational forecasting and scheduling requirements.

- Develops and presents various forecasting, scheduling, and staffing simulations to advise impact on service delivery and costs.

- Ensures development and execution of organizational and site-level long-term forecasts and workforce budgets.

- Identifies technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects for the S&F COE team.

- Ensures contact center and other supported service operations achieve required service level, cost targets, and overall performance metrics through development and implementation of optimal recruiting and staffing processes.

- Develops, communicates, and continuously assesses position requirements for direct reports; coaches colleagues to improve individual and team performance against established metrics.

- Identifies opportunities to enhance scheduling efficiency, forecasting accuracy, and effectiveness in response to changing business needs and client segment requirements.

- Engages with Operations teams to discuss long and short-term forecasts, impact of procedural and process changes, and other staffing and operational effectiveness issues.

- Give timely inputs to WFM Service Delivery teams to maximise revenue and optimize cost

- Manage WFM function (Team) within allocated budget

- Proactively reduce WFM cost

- Maintains strong governance on COE delivery, team performance and reports to the WFM leadership.

Skillset Required :

- Fundamentally a strong people manager & mature leader

- Excellent communication skills, Creative, and should display effective thought leadership.

- Outcome focused, with thought clarity

- Experience working on WFM tools like NICE, Verint, Aspect and other leading WFO's

- Understanding of various statistical models and new gen technology used in Call center forecasting and scheduling solutions.

- Six Sigma and COPC Certification will be an added advantage.

- Strong ownership and can-do attitude, dealing with ambiguity

- High IQ and EQ