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Urgent Hiring for the leading MNC for the WFM reqs - Headcount Management

Keywords / Skills : WFM, Planning, Monitoring, Work flow Management

3 - 5 years
Posted: 2019-03-14

Nationality
India
Industry
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Other Roles - WorkFlow Management
Education
Any graduate
Salary
3.20 - 4.50 lacs
Posted On
14th Mar 2019
Job Description
Job Purpose
To work on all WFM – Scheduling& Rostering inventory related processes. This position is pivotal to the governance to ensure that we achieve the business objective (primarily achieving business goals, grade of service, Transaction / FTE & Supply deliverables) and maximizing efficiency and occupancy. To ensure strategic goals are met through collaborative operational planning, effective communication, stakeholder management which is done at a cross functional level, while ensuring Headcount alignment is central with strategic goals.
Primary Responsibilities
• Inventory mapping with key inventory inputs (Active Headcount, ID Management, Call Tree updation, Avaya/ WFO inventory mapping) for the contact center
• Headcount governance for all LOBs
• Responsible for centralized data repository for Schedulable Headcount
• Build effective Work Rules for daily and weekly patterns for respective LOBs as primary input for schedules in FOH and BOH lines of businesses
• Liaise with multiple stakeholders / departments within the LOB for inventory management and resource allocation
• Validate Headcount projections for Scheduling and Planning forecast at Daily, Weekly and Monthly Levels
• Maintaining Headcount split for Multi- site operations
• Liaise with multiple stakeholders / departments to ensure traction for effective tracking of all resource movement (hiring, training, inter lob movements, associate release and
• Manage ad-hoc requirements from Ops & any other functions
• To serve as back up for Planning Deliverables
• Ensures all compliance related governance for resource management and allocation
Knowledge, skills & competencies required
Functional Skills and Competencies:
• Functional knowledge of various workforce management tools like IEX, Avaya, Genesys, E- WFM
• Overall Understanding of the Workforce Management, along with correlation between input assumption levers and impact on Grade of Service
• Understands and knows the purpose of Erlang C and how it links to all input and output as an algorithm
• Good knowledge of MS Office
• Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc…
• Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on projected Grade of Service
• Ability to make / take decisions (could be unpopular / difficult) impacting strategic outcomes appropriately and effectively
• Consistently demonstrates organization orientation and with an eye for detail

Customer Focus (Core)
• Consistently places a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs
• Has the ability to have difficult conversations with stakeholders constructively
• Considers the customer at the forefront of all decisions that are being made and ensures that value is being delivered to them

Communication Skills
• Ensures delivery of all promises and commitments made to the customers / stakeholders
• Influences stakeholders and team members alike by creating positive relationships with them in order to achieve company goals
• Ability to translate and summarize analytical data findings into actionable recommendations
Interpersonal Skills and Teamwork
• To be able to communicate effectively, both verbally and in writing, with India & Filipino stakeholders across levels
• Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda
Education & Experience required:
Education
• Minimum – Graduation, Post-graduation diploma is desirable
• Strong knowledge of MS Office – additional knowledge of MS Visio & MS Access is desirable



About Company

2COMS consulting Private Ltd. started operations in 1999 as a recruitment and staffing solutions company and since then has been successful in placing 5000+ candidates in the top IT and ITES companies.

2COMS has come a long way in a short time span of 6 years, expanding its business from Calcutta to other hubs and increasing its network ever since. At present, 2Coms has offices in Calcutta, Pune, Hyderabad, Siliguri, Guwhati, Jamshedpur and Bhubaneshwar propelled by a team of 60 trained consultants having the right combination of expertise and passion for achieving results making them deliver their best and achieving managerial excellence.

2COMS focuses on verticals like KPO / BPO / IT / Insurance, Banking and Finance / Telecom and Retail Pharma / Sales.

2COMS offers its clients end to end recruitment solutions tailor made to suit all kinds of manpower requirements.

Since its inception, 2COMS, with its domain expertise, enhanced business performance combined by focused insight and innovation, has gained a sound reputation amongst companies in businesses across all industries.

By Formulating effective strategies, we have gained a sound reputation of a premier staffing and recruiting Company, enabling us to attain the leading position in the industry. We are the preferred recruitment partners tomost of our clients. 2COMS efficiently services large-scale recruitment needs of its clients by its focused and integrated approach of flexibility, effective strategy, business expertise and powerful research capabilities.
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