Primary Job Responsibilities:
• Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations
• Co-ordinate with Operations and Management for preparation of best hiring plans and highlight gaps and revenue leakages if any
• Provide timely escalations to the leadership whenever there is a deviation from planned performance
• Responsible for the management of call volume forecasting, tracking, and planning
• Work with remote Sitel sites, including outsource partners, in a centralized WFM environment
• Work with real-time team to optimize operational performance on a daily basis
• Long-range forecasts (hiring requirements).
• Provide support in creation of capacity plans, ramp plan, and recruitment plan.
• Monitor performance and optimize operational performance on a daily basis
• Oversee scheduling philoso...