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Assistant Manager-Workforce Management-WFM

EXL
Full-time
On-site
Philippines
Description

Reports to:

  • Manager of WF

Collaborates with:

  • Client Counterparts
  • Assistant Managers
  • AVPs
  • Co-Managers
  • Enabling Function Staff


Responsibilities
Essential Functions
  • Manage the capacity planning process of the program and works together with the scheduler in creating schedules based on staff plans and make necessary adjustments as necessary depending on the need
  • Manage employee information changes inside Genesys Cloud, NICE IEX and or Verint
  • Communicate effectively with internal and external customers/stakeholders.
  • Partners with all other shared service groups to develop a complete picture of future changes in the business environment. Evaluate collected data to determine the impacts that can be built into capacity planning tools.
  • Responsible for balancing staffing requirements with operational efficiencies and financial goals. 
  • Plot mid-term to long term staffing plan including recommendation of new hire classes based on future need
  • Review Volume, AHT, Shrinkage and Occupancy assumptions to be incorporated in the staff plan and discuss with internal and external clients 
  • Maintains files and tools in a way consistent with WFM standards.
  • Acts as back up to the WFM Manager


Qualifications
Skills
Competencies

 

  • Strong People Management and Leadership skills
  • Capability to conduct an appraisal discussion and assess different levels of performance and potential
  • Capability to communicate with large teams
  • Appreciation of the domain needs of the WFM Team and its key drivers
  • Good networking capability and Client facing skills
  • Customer Service Oriented
  • People Oriented
  • Quality Oriented

 
Technical Skills

 

  • Proficient with Microsoft Excel
  • Ability to scrub, dissect and shape data, create customized reports
  • Knowledge of any WFM System such as but not limited to Avaya CMS, RTA Tool, eWFM, Blue Pumpkin / Impact 360, IEX (primary), Genesys etc
  • Create Templates to be used in Real Time Queue Management Reporting, Capacity Planning, Forecasting and Scheduling, etc.

 

 

Soft skills (Desired)

 

  • Excellent Verbal and Writing Skills (Business Email)
  • Excellent Business Review Presentation skills
  • Excellent Coaching and Mentoring Skills

 
Soft Skills (Minimum)

 

  • Intermediate Verbal and Writing skills (Business Email)
  • Intermediate Business Review and Presentation skills
  • Intermediate Coaching and Mentoring Skills

 
 

Work Experience Requirements

 

  • 2+ years of hands-on experience in WFM in a BPO setting
  • 2+ years of using any WFM tools such as CMS Avaya, RTA Tool, eWFM, Blue Pumpkin / Impact 360, IEX, Genesys etc.

 


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