Manager - WFM
Gurgaon, DL, India
2d ago
source : CareerArc Group LLC


CWT is a global leader specializing in business travel management and our travel counselors

know that teamwork and great results have no boundary. We are proud to have been named the most admired Travel Management Company and we are even more proud that we achieved it together.

Whether we are booking government travel, advising on international security or establishing relationships with global corporations, we work as a family.

We support each other. We grow as a team. And to us, that's what makes a world of difference.

Learn about our travel counselor opportunities and start your journey.

The mission of the CWT Travel Counselor is to Deliver the Perfect Trip so that CWT can sustain optimum results for clients and shareholders.

You are specifically responsible for delighting the traveler / travel arranger, building commercial value, and strengthening the CWT brand in a way that balances the requirements of all stakeholders and positions our workforce as a key differentiator for our business.

You delight the Traveler / travel arranger

Basic Objective

  • Analyst projects call volumes for all call centres and develop work schedules to effectively service calls, meeting contractual commitments and company financial goals.
  • Plans, directs, manages and evaluates work flow.

  • Coordinates with Agents, Call Centre Leads & Operations Managers to develop staffing schedules supporting operational needs.
  • Forecasts scheduling / headcount / hiring needs. Requires moderate supervisory direction and assistance.

  • To utilize all reporting tools available including Ms Office (Excel), Crystal report, Crystal excelcious, using both SQL, VB formats
  • Workflow Management

  • Provides telephone reports on call history and agent / team performance to Operations Managers and Call Centre Managers.
  • Projects annual leave requirements for each account group / team to include annual leave bidding and scheduling. Manages annual leave schedule to maximize handling of annual leave requests while minimizing impact on cal servicing.
  • Provides real time management to ensure full optimizations of resources for respective clients.
  • Develops work schedules and administers shift bids for all work groups.
  • Effectively maintains work force management system; monitors and analyses statistics.
  • Provides regular call arrival projections for all accounts and applications on a daily and weekly basis; reviews and recommends to managers, shift and schedule changes based on long, short, and near term call projections.
  • Develops optimized staffing plans based on projected calls
  • Reconciles projected staffing with daily attendance, leaves and late arrivals to communicate to APAC Performance Manager for action as required.
  • Prepares projected staff requirements for replacement staff and new accounts for submission to managers, supervisors and HR.
  • Monitoring Link Outage / System Downtime and liaison with IT
  • Produces periodic reports on schedule performance, as requested by management.
  • Acts as contact for the system vendor on troubleshooting, maintenance of the software and other systems issues.
  • Administers all staff leave of absences in coordination with managers and supervisors.
  • Continuously monitor & improve on schedules in line with the Transport routing & associated costs
  • Recommends operational scheduling improvements to maximize productivity.
  • Conducts call pattern forecasting activities.
  • Monitors staff members' performance according to established standards.
  • Assesses and provides projected training needs.
  • Ensures appropriate staff coverage by maintaining and managing all staff scheduling.
  • Resolves schedule conflicts to ensure adequate office coverage.
  • Directs, develops and communicates productivity standards and goals for TTS in co-ordination with the APAC Performance Manager
  • Encourages maximum utilization of call centre telephone systems through continual reassessment of needs.
  • Trains Account Supervisors on appropriate use of all system reports.
  • Meets or exceed established goals and objectives.
  • Completion / Distribution of Reports (Phone, Email, Fax, Outbound)
  • Achieve goals of projects and communicate road blocks / hindrances to meeting goals / deadlines
  • Consultants Performance incentive / stack calculations
  • Consistent Development on New Reports as per Business Alignment.
  • Performance Measures

  • Improved program efficiencies through individual and team performance
  • Adherence to established Operations metrics through effective Operations planning, Real time management
  • Successful reporting of monthly performance goals (Split by channel performance, Cost per transaction and Trx per fte but is not limited to & as directed as well)
  • Consistent review of company reporting with the guidance of the senior leadership team to ensure dashboards is relevant and value-added
  • Implementation of best practice approaches to workflow and process
  • Successful relationships built and sustained between relevant departments
  • Feedback received directly from colleagues and Client
  • Demonstrated flexibility and contributions to creating a team environment
  • Learning & Innovation

  • Continuously working in improving the Data management and automation of the reports.
  • Continuously using technology in improving previous platforms and / or process that directly or indirectly bring benefits realization for CWT.
  • Motivation

  • Show responsibility for own productivity and organise tasks accordingly.
  • Maintain positive attitude at all times.
  • Be perceptive and show an awareness of others needs at all times.
  • Maintain excellent communication with all staff at all levels.
  • Enhance job skills

    Attend trade shows / training sessions / networking functions relating to field of expertise.

    Requirements :

    Min 6-7 Years of Overall experience in workforce management in a Technology driven company.

    Prior Experience of Handling Regional / Global Workforce Management process, Reporting or Workforce management handling for more than one Projects

    Knowledge of workforce management products like IEX & best practices in the workforce management space.

    Expertise in Ms Office Suite

    Scripting Knowledge

    Knowledge of Avaya Database System

    Should posses Excellent Oral & Written communication skills.

    Excellent Mathematical Knowledge

    Excellent Logical & analytical bent of mind and a flair for data analysis.

    Understanding of financials (Would be an added advantage)

    Understanding of other areas like HR, Finance & Accounts.

    Essential Personal Attributes

    Flexible and adaptable to changing environments

    Energy, enthusiasm and positive attitude with a desire to progress

    Self motivated, proactive and uses initiative for process improvements

    Possess sound judgment

    Ability to work under pressure and meet deadlines

    Ability to accept direction and suggestion for personal development

    Ability to show a flexible approach to working hours

    Innovative and able to think outside the square'

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