WFM-Manager - Noida - HCLTech - 8 to 13 years
- HCLTech
- 8 - 13 years
- Noida, Gurugram
- 11 months ago
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Job Description
WFM-Manager, HCLTech
www.hcltech.com
Noida, UP, India /DPO / Full-Time
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
If this sounds like an environment youll thrive in, then youre in the right place. Join us on our journey to advancing the technological world through innovation and creativity.
Your Role & Responsibilities
We are searching for a candidate who will serve as managing FSS functions (forecasting, staffing, scheduling, capacity planning and reporting). The client is a multibillion-dollar company with retail stores across US.
Key responsibilities and requirements include:
- Candidate must have solid understanding of WFM fundamentals, proven experience in the design, development and implementation WFM strategies with a very strong focus and ability to execute in a dynamic organizational environment.
- Build, develop and lead Forecasting, Resource Planning, Scheduling and Reporting into a highly responsive team that meets the required standards and deliver on critical activities:
- Budget/Strategy Planning
- Planning for the day (volume forecasting, staff scheduling)
- Planning for Week (making scheduling adjustments including OT plans)
- End to end WFM and performance reporting & analytics
- Forecasting for the month, quarter and half year etc.
- Measuring results
- Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.
- Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.
- Lead team to analyze volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.
- Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.
- Regularly review team procedures and process flows to ensure that they meet guidelines.
- Participate in special projects as needed and perform other duties as assigned.
- Ensures adherence with all key performance indicators for assigned lines of business (including, but not limited to, contractual SLAs, call quality scores, and schedule adherence).
- Review weekly staff plan with recruiting, operations, finance and executive leadership.
- Attends daily, weekly and monthly staff and operational meetings as requested.
- Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.
- Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
- Manage internal communications process.
- Partner with various business verticals to enhance WFM support in newer and unexplored disciplines.
- Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.
- Periodically review WFM progress based on the strategic direction.
- Responsible for setting strategic direction for all disciplines.
- Define and communicate Governance Structure, objectives and operational guiding principles.
- Should aim at reducing costs, improve service levels, optimize customer satisfaction.
- Highly developed project management skills and proven ability to deliver organizational projects within designated timelines.
- Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures.
- Strong with Leadership, performance and team management skills.
Minimum Requirements:
Experience with leading Contact Center is must.
- Experience in using any Workforce Optimization tool (preferably Verint WFM Suit).
- Prior supervisory experience is required and understanding of various telephony technology for Contact Center is must.
- Minimum of 10 years Contact Center experience required.
- Minimum of 5 years Management experience required.
- Ability to manage all customer channels (Voice/Chat/Email).
- Ability to adapt to change and able to build a positive work environment across sites and influence leaders outside of direct responsibilities.
How You'll Grow
At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.
Why Us
- We are one of the fastest-growing large tech companies in the world, with offices in 60+ countries across the globe and 222,000 employees.
- Our company is extremely diverse with 165 nationalities represented.
- We offer the opportunity to work with colleagues across the globe
- We offer a virtual-first work environment, promoting a good work-life integration and real flexibility.
- We are invested in your growth, offering learning and career development opportunities at every level to help you find your own unique spark.
- We offer comprehensive benefits for all employees
- We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.
Equality & Opportunity for All
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.
Interested candidates can share resume on na*********r@***.com
Job Classification
Industry: BPO / Call CentreFunctional Area:
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Any Doctorate
Contact Details:
Company: HCL Technologies LimitedLocation(s): Noida, Gurugram
Keyskills: wfm Workforce Management Capacity Planning Real Time Analysis Workforce Planning Forecasting
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