Job Title: WFM Assistant Manager
Skills: Supervisor experience in Workforce Management, Reporting & Analytics / MIS in a BPO setting or similar.
Experience: 2 years
Location: Muntinlupa, Philippines
We at Coforge are hiring a WFM Assistant Manager with the following skillset:
- Strong understanding of data collection, management and analysis.
- Experience and familiarity with call center operational/business metrics.
- Experience in simultaneously leading in-center and virtual teams supporting multiple LOBs
- Microsoft Excel expert.
- Proficiency in MS Office Applications.
- Visual design experience (web pages, dashboards, presentations).
- Ability to work with minimum supervision.
- A high level of analytical and technical skills required to interpret and analyze system data.
- Professional verbal and written communication skills.
- Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
- Ability to persuasively communicate ideas to other area managers and senior management.
- Ability to meet deadlines and complete task with minimal supervision.
- Strong problem-solving skills and ability to multi-task.
Responsibilities:
- Uses the Workforce Management system and ACD reporting tools to analyze intra-day/daily service level performance as it relates to forecast accuracy of call volume, AHT, staffing, etc. and recommends/initiates real-time corrective actions (i.e. cancellation/increase of off-line time, management of Overtime hours needed, break/lunch moves, etc. to ensure Service Level success.
- Administration of the Workforce Management and ACD systems including agent schedules, skills, priorities, set-up and maintenance of groups, dictionary, etc.
- Real-time management of exceptions, schedule/skill changes to ensure optimal service levels.
- Short-term planning & schedule management to ensure optimal utilization of call center resources including week-to-week vacation management, shift coverage/swaps, optimization of breaks, lunches, training and all off-line time.
- Facilitation/administration of weekly planning process & meetings including prioritization and approval of all off-line activities in the call center (planned/actual shrinkage,) creation of weekly planning reports, etc.
- Participation/Facilitation of daily leadership team huddles to review service results and revision of the daily recovery/success strategy.
- Partners with Call Center Operations Managers, Supervisors and staff to ensure their understanding and management of Service Level objectives and processes through presentations/training classes.
- Ensures that all short-term reporting is accurate and completed in a timely manner.
- Manages a team of Workforce Analysts to maintain and improve schedule conformance, seat utilization, and reporting.
- Performs other duties as assigned.
