Key Responsibilities: Strong knowledge on the Workforce Management (WFM) metrics like SLA, Occupancy, AHT, ASA, Abandon rate, Utilization, Adherence. Understanding of the Workforce Management (WFM) functions like Realtime Adherence, scheduling, Forecasting and Capacity planning. Conduct real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, Staffing requirements etc. Proactively communicate with operational leads and resolving the WFM related queries. Performing the headcount reconciliation and maintain a repository for historical data. Creating the IVR and activating / deactivating the IVR whenever application issues / resolved. Understanding the multiple media channels like voice, email and chat and planning the staffing requirement based on the cross skilled agents. Strong understanding of the Practice/Domain objectives and delivery models. Drive demand fulfilment focus and priorities for the Domain. Manage fulfilment of roles including internal Recruiting, Subcontracting & cross-functional staffing. Responsible for designing and executing the sourcing and fulfilment strategy for demand that falls within their domain for fulfilment. Determine the appropriate sourcing channel (Cross-functional Staffing/Recruiting/Subcontracting) while understanding project assumptions and priorities (including demand priority) for roles. Initiate Recruiting process for both project and strategic/pipeline roles and Subcontracting process for project roles in a global environment. Manage resource pool and ensure there is enough of the right supply for demand requests. Compile, enter & maintain Resource and Demand data in the enterprise Workforce Management system. Manage and monitor data integrity for supply data within their respective practices in the enterprise Workforce Management system and follow up as needed. Build strong relationships with Practice/Domain leadership, Tower leadership, other PSP’s, supporting stakeholders (Finance, HR, Recruiting etc.) and resources. Complete Practice headcount forecast and manage to domain headcount targets. Able to take data and build actions, progress actions and manage to business requirements. Strong decision-making skills: able to say no to demand under the authority of the Domain Leader. Ability to manage the daily task of demand fulfilment: Provide input to help build strategic pipeline for core skills and emerging technologies for the Domain. Manage SLAs (e.g. - right cost, right skill, on time, manage to deal review approved rates) on fulfilling roles. Manage the prioritization of recruiting demand for the Domain.
Required Skills: Good communications (written and verbal) and facilitation skills in a global environment. Ability to communicate effectively with various levels of leadership and stakeholder communities. Min 4-5 years of experience in WFM concepts like Forecasting, Scheduling and capacity planning. Knowledge on WFM tools like Genesys Cloud, IEX and Aspect etc. Extensive experience in Demand and Resource Management. Have a background/awareness in basic HR or Recruiting or Staffing Operations. Demand and Resource Management tools awareness/experience would be a plus. Be analytical and creative to solve domain supply and demand concerns. Good awareness of MS Office suite of tools. Microsoft Excel - Intermediate: Ability to use a variety of Excel functions, VLOOKUP and Pivot Tables and Pivot Charts required. Experience with other third-party reporting tools a plus, Power BI.
