Job Summary Responsible for leading a hierarchical team of WFM Managers, Supervisors, Mission Control (Real Time / RTA) analysts and schedulers for multiple projects across multiple sites.
Responsible for the performance of this team on its defined objectives.
Act as the WFM point of contact for all assigned projects.
Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
Duties / Responsibilities Recommend procedural and operational guideline changes to improve communications and operational efficiency.
Maintain confidentiality relative to organizational strategies, objectives, and practices.
Participate in functions / meetings as required.
Work on special projects as needed. Qualifications : Minimum 6 year WFM experience in a call center
Ability to understand, analyze and report on call center metrics.
Must demonstrate good analytical, numerical, and problem solving skills.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems.
Ability to work with and apply to practical situations mathematical concepts such as addition, subtraction, multiplication, division, fractions, percentages, and ratios.
Excellent verbal and written communication skills. Ability to effectively present information across all levels of the organization.
Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-
placed, shifting priority environment.
Proficient in MS Excel.
Proficient in any WFM Software (Blue Pumpkin, IEX, Aspect etc)
Flexible schedule and impeccable attendance record.
Ability to write reports, business correspondence, and procedure manuals.