Sr. Supervisor WFM

Job description

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