SUMMARY:
Account Planning Manager - WF Manager BPO
POSITION INFO:
Role and Responsibilities
· An Account Planning Manager owns the entire life cycle of WFM i.e. Forecasting, Capacity Planning, Short Term Scheduling, & Real Time Delivery.
· Account Planning Manager is directly involved and is one of the Key decision makers for the account(s)
· Owns the entire Forecasting Life Cycle end to end. Ensures that forecasts are created, reviewed, reported, tracked and adjusted to ensure optimal staffing and performance within the HC Contact Center Services Process. Maintains an understanding of initiatives impacting the workload for the Webhelp Process and makes adjustments accordingly. Ensures forecasts and reports are timely, accurate, and consider changes to the business. Proactively manages volume and other call center
· Strong governance and process management on Monthly, weekly, daily and half-hourly forecasting of inbound/outbound call volumes and back office and social media and staffing requirements based on historical volume trends and business growth objectives.
· Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling.
· Ensuring appropriate forecast and account for growth due to seasonal variations and special events. Maintains events calendar (site wide meetings, huddles, outbound call campaigns, marketing email “blasts”, etc) and ensure that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
· Establishes a statistical baseline forecast for all departments. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to the Sr. Leadership team.
· Owns the complete Capacity Planning life cycle end to end. Manages capacity plan/recruitment training etc to ensure maximization of revenue and business growth
· Owns and Leads the Short-Term Scheduling Function completely. Ensures that schedules are created, reviewed, reported, tracked and adjusted to ensure optimal staffing and performance within the HC Contact Center Services Process.
· Provides analysis, thought leadership and strategic consulting with relevant leaders by considering enterprise initiatives, trends, etc. along with HC Contact Centers'' capabilities. Recommends performance solutions related to department operational areas. Analyzes and identifies opportunities within the Workforce Department and the Contact Centers and provides real-time information, solutions, etc.
· Ensures peers and team members employees understand how the tasks they perform support the workload planning and scheduling activities and the success of the Contact Centers. Promotes and fosters growth within the Workforce Management Department by providing opportunities for learning, mentorship and development. Monitors to ensure standardization and consistency of Workforce processes and in ongoing improvements, enhancements and techniques to those processes within Webhelp. Coordinates the consistency of Workforce guidelines and best practices across all Contact Centers.
· Works with Centers'' Workforce Teams in problem-solving, trouble shooting and issue resolution. Performs system administration duties as needed for the Workforce Management system, Schedule Planner, Real Time Adherence, etc. Helps the Contact Centers'' Workforce Teams in maintaining workforce systems, including user access and system performance
· Leads or facilitates Corporate level projects, teams, and initiatives
· Provide ongoing analysis of available shift offerings, staffing requirements, and time off allocations
· Perform ad hoc reporting as needed to support information requests from Servicing
· Collaborate with other analytical groups within the organization to share information as needed
· Owns the live day/week delivery as inherent to the role. Ensure delivery is line with the plans and any impacts are mitigated by effective decision making and stakeholder management.
· Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Qualifications/Education and other skills requirement -
· Matric or above
· Minimum 8 -10 years of overall WFM Experience in all domains of Forecasting, Capacity Planning, Short Term Scheduling, Real Time, and Reporting & Analytics
· Should be a tenured AM (3-5 years) or a Manager already
· Excellent communication skills
· Team handling experience for more than 5-7 years
· Client Relationship prior experience
· Workforce Tool knowledge of Teleopti, IEX, Aspect, Blue Pumpkin is required.
· Good presentation, communication and analytical skills
· Capable of managing multiple and varied projects, including ability to coordinate and balance numerous tasks in a time-sensitive environment
· Good mathematical, Logical and analytical skills
· Problem solving attitude and attention to detail.
· Quick learner, positive attitude with leadership skills
· Demonstrated application of mathematical and analytical skills applicable to scheduling or capacity planning.
· Ability to manage multiple tasks concurrently including complex projects
Desired Skills
· Automation and Excel skills
· Exposure to Statistical tools (Regression, Predictive Analysis etc) Working knowledge of VBA/SQL
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