Manager, Workforce
Manager, Workforce
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Summary
Main objectives and functions:
1. Real- Time operational status / performance for all Qualfon Sites.
Reviews clients half hour staffing report
Ensures optimal staffing is in place to meet the client service level agreements on real-time.
Conducts and monitors staffing with all the centers randomly.
2. Agent Schedules for the Group Accounts
Ensures the availability of 14 day rolling schedules.
Essential business owner need per skill group.
Reviews the work pattern assignment
Ensuresschedule/distribute work for call center.
Works with the client business owners operations managers and workforce analysts globally in establishing the 2 week rolling schedules.
for scheduling conflicts and / or special scheduling requests.
Simulates the hours that will be generated with the given schedules and get the total hours loss.
Prepares another shift distribution that would be best fitted for the center affected.
Recommendsschedule changes.
4. Verification of the published Verint Impact against the Call Center Roster to address
Establishes an efficient scheduling process that is both beneficial to the centers andclient.
Creates alternative solutions processes and or schedules whenever the Verint isnot working.
5. Total staffed hour accountability for billing purposes.
Works with the analysts in staffing analysis based on actual half-hour interval headcount versus the hours generated from the Avaya CMS.
Reviews the comparison of the login/logout report from the Avaya CMS generated hours versus the total staffed hours from the Avaya CMS.
6. Overtime approval of a particular shift.
Simulates the hours that will be generated with the given schedules and get the total hours loss.
Recommends a number of headcount and a number of overtime hours may be required to hit the FTE required from the client based on the intra-week FTE.
7. Sites capacity status report
Prepares bi-weekly capacity reports detailing seat capacity.
Checks the total active agents
Checks centers seat capacity
Considers the shrinkage: absenteeism leaves and requests days-off.
Recommends facility utilization to Account Directors and Global Solutions Director.
8. Historical reports reviews & analysis of the sites.
Performs data management
o Analyze
o Interpret
Reviews the agent monthly scorecard and performance bonus of the agents.
Reviews the weekly clients scorecard and provide recommendations to the operations managers to meet the goals of the client.
9. Teamwork with internal web developers to build workforce management tool enhancements and projects.
Interprets the required tool from the senior account manager with the current practices to the web developers.
Develops the outline of the workforce and reporting scorecard modules.
Supports the implementation of the tool developed to enhance workforce management processes.
10. Forecasting
Interprets and tabulates statistical information from client to project staffing requirements for new and existing business projects.
Calculates staffing requirement from the clients given statistics; AHT ASA SLA Occupancy and utilization.
Calculates the maximum call volume on a given headcount.
Provides the simulated schedules given the needs of the client.
Area of expertise (Skills)
Bachelors Degree in either Statistics Mathematics or Engineering
Other Skills and Experiences (Min)
4 to 5 years related work experience in the Call Center industry or related field with at least 2 years experience in a supervisory capacity
Queuing Theory Knowledge
Education
Required Experience:
Manager
Employment Type
Full Time
