Job Title:
Sr. Supervisor WFM
Job Description
Key Responsibilities:
- Track and Manage the PnL for his portfolio of WFM Engagements
- Support/drive transitioning of new clients.
- Act as the CNX WFM Account manager for his accounts
- Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking for your account.
- Manage the WFM Services for the aligned accounts and team for various geographies.
- Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking)
- Design and implement continuous improvement/high impact projects
- Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services
- Facilitate development of WFM employees through effective certifications in WFM University
- Work on creating a pipeline of resources to cater to growth in existing accounts as well as new on-boarding new clients.
- Planning & Scheduling
- Manpower Planning, Scheduling, Transitioning new logos
- Updating & maintaining master trackers
- Preparing and publishing WBRs, MBRs, QBRs
- Preparing PPTs and presentations
- Forecasting knowledge and able to forecast basis different methodologies.
- Running scenarios and simulations basis requirement
- Creating Interactive Dashboards for Client and Delivery
- Understanding of Workload and HC calculations
- Perform financial evaluation using actual performances which involves relevant WFM metrics and contractual targets
- Provide end to end analysis of financial assessment on weekly basis rolling up to the month
- Create accruals for revenues that may have been possibly earned but are not yet recorded in the account
- Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis
- Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle
- Calculate the positive and negative impact of compensated and non-compensated performance metrics on overall revenue
- Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making
- Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business
Essential Skills:
- Graduate in any field, with experience in Contact center / outsourcing industry
- Added advantage to have experience of WFM Tools (NICE WFM/Verint/Aspect).
Desired Skills:
- Knowledge of Contact Centre methodologies and operational principles
- Excellent communication skills
- Thought leadership, Outcome focused.
- Strong ownership and can-do attitude, dealing with ambiguity
- Awareness of the Industry trends/ Upcoming technologies which would impact Contact Center Industry.
- Analytical and Problem-solving ability
- Knowledge of Contact Center Telephony/IVR and routing platforms.
- Experience in SQL, business intelligence and reporting platforms would be an added advantage.
· Experience in transitioning projects would be an added advantage.
· Ability to simplify complex operations into repeatable processes
· Comfortable in fast-paced environment
Location:
IDN Jakarta - Millennium Centennial Center
Language Requirements:
English
Time Type:
Full time