Should be graduate from any back ground
Minimum 10 years of contact center experience as WFM / RTQM / Capacity management role
Duties and Responsibilities
Call Forecasting yearly, monthly, weekly, daily and half hourly using forecasting models
Provide business analytics and data gathering to support detailed modeling of Planning and metrics statistically confident projections.
Administer the workforce management system.
Maintain, improve, and run staffing scenarios to recommend staffing and scheduling
Develop and utilize other analytical methods to coordinate with the workforce management system to improve accuracy of the forecast.
Monitor workforce management intra-day performance reports. Recommend and implement schedule changes as needed.
Lead weekly planning meetings with Contact Center management and provide recommendations on changes to forecasts / schedules to meet Contact Center service goals.
Reviews forecasts on an intraday, weekly, monthly and annual basis for contact centers, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions.
Actively monitors Intra-Day forecasted workloads vs. actual volumes and resulting service levels on real-time basis.
Determines and executes real-time call routing adjustments to resolve current and projected service level and / or agent occupancy issues.
Identifies potential causal factors contributing to increased workload such as increased volume and / or AHT and seeks input from other groups to identify root causes and determine a plan of action if necessary.
Coordinates appropriate staffing allocation and availability of staff to achieve service level objectives.
Monitors CC-Pulse site to ensure optimal staffing levels.
Co-ordinate with operations and Genesys Team for language skill changes for vendors, basis operations approval
Capturing Operational and IT down time, sharing the same with respective stake holder. Co-ordinating with respective stake holder during down time for speedy issue resolution
Graduate from any stream