associate manager - workforce Management (bpo)Tech Mahindra

Key Responsibilities:
Strategic Workforce Planning:
Develop and execute workforce management strategies to ensure call center staffing aligns with forecasted demand and business objectives.
Analyze historical data, trends, and real-time metrics to create accurate forecasts and staffing plans.
Partner with BPO vendors to manage staffing capacity and ensure adherence to SLAs.
Vendor Management:
Act as the primary liaison between the organization and BPO vendors for all WFM-related activities.
Monitor vendor compliance with contractual obligations, including staffing, scheduling, and reporting requirements.
Address escalations and resolve operational challenges in collaboration with vendor leadership.
Operational Oversight:
Oversee scheduling, forecasting, and real-time adjustments to maximize efficiency and customer satisfaction.
Manage intraday performance to maintain service levels, adjusting resources as necessary to meet demand fluctuations.
Develop processes and protocols to optimize agent utilization and minimize downtime.
Data Analysis and Reporting:
Generate and review WFM reports, including adherence, shrinkage, occupancy, and forecast accuracy metrics.
Provide actionable insights and recommendations to improve operational performance.
Ensure timely and accurate reporting to internal stakeholders and BPO partners.
Continuous Improvement:
Identify opportunities to enhance WFM tools, processes, and methodologies.
Stay updated on industry best practices and implement innovations to improve efficiency.
Conduct regular reviews with vendors to evaluate performance and identify improvement areas.
Requirements:
Bachelor's degree graduate, preferred.
5+ years of experience in WFM, with complete background in Real Time, Scheduling, Forecasting, Capacity Planning, and handling groups of analysts.
Capability to train a group of analyst is a must
Knowledge in Contact Center Methodologies with specialization in creating SLA and KPI reports
Can formulate/implement strategies to improve call handling capabilities
With Strong background in CMS Avaya
Can create basic call center automation (CMS Scripts, VBA, Macro, Task Scheduler)
Able to organize, review meetings to identify improvement opportunity and track till closure
Good communication skills and can work well with senior leaders and clients
Excellent analytical skills
Willing to work on shifting schedules and graveyard shifts, and onsite in Cebu IT Park