• Forecasting & Scheduling: Predict staffing needs based on call volumes or workload, then create optimal schedules and manage time-off requests. 
• Performance Monitoring: Analyze employee attendance, productivity, and performance data to identify trends and areas for improvement. 
• Real-Time Management: Oversee live operations to ensure proper staffing and service quality, making adjustments as needed. 
• Reporting & Analysis: Generate reports on key metrics (efficiency, absenteeism, cost) for leadership. 
• Process Improvement: Use Workforce Optimization (WFO) software and data to enhance efficiency and meet operational goals. 
• Compliance: Ensure adherence to labor laws and company policies. 

Responsibilities

• Analysis – Strong Analytical skills
• Should be able to handle and achieve the departmental requirements.
• Knowledge of VBA, MS Access, SQL preferable.
• Maintaining secrecy of data.
• Knowledge (what the person must know): Understanding of operational process, logical thinking, reporting and analysis.
• Should be open to change; multi-tasking skills.
• Team management.
• Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.

Key Deliverables (KRA/Measure):

• Accurate and timely reporting.
• Client Management – Internal and External
• Ability to work on data and generate various types of dashboards, reports/ad-hoc reports.
• Meeting client requirements within TAT and with accuracy.
• Ability to handle high level data analysis and data.
• Ensure all SLA’s related to business in terms of MIS like Service Level, Abn %, etc. are met consistently.
• Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue.
• Should look at revenue enhancement opportunities within the business.
• Should contribute to the business by proactively providing solutions to preempt possible situations which could impact performance/revenue.

Qualifications / Skill Sets

• Should have sound knowledge of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.
• Good on communication all round and able to control the flow of conversation to effectively communicate to one and all.
• Should have good Excel skills and be able to up-skill the team on Excel skill sets if required, be hands on with creating reports.
• Knowledge of VBA/SQL preferable.
• Should have exposure to Aspect/IEX/BP standard WFM tools.
• Should be sound in his knowledge of Avaya CMS.
• Should be able to think on the feet to make decisions related to steps which would impact business.

Experience

• Should have WFM experience (please refer to the section “Skill Sets”) for a minimum of 5 years and overall experience of 8 years in the Call Center Industry.