Manager-i-workforce Job in Sitel Group

Summary of Primary Job Responsibilities: (may be used to create job postings)

• 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

• Manage a team of Planners who are responsible for forecasting weekly, daily and intra-day contact volumes, based on historical information and known future changes to the business plans.

• Create the operational call volume, AHT, load factor and FTE forecast for all supported lines of business in order to complete budget forecasts, attrition forecast and hiring analysis and recommendations

• Responsible for the management of call volume forecasting, tracking, and planning

• To ensure that all forecasts are delivered on time and where possible analyse data to make recommendations to enhance performance.

• 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.

• Manage Forecasting and Supply Management of Resources that would include people, seats and bandwidth.

• Maintain planned Vs actual forecast details for review with Leadership.

• Monitor performance and optimize operational performance on a daily basis

• Specific duties include staff management, providing forecasts to Client and third party, working with call center staff to create and modify staff scheduling.

• Oversee scheduling philosophy of schedule assignments

• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and undertime

• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements

• Responsible for maximizing efficiency and occupancy while meeting service objectives

• Oversee analysis and reporting of employee performance including schedule adherence

• Perform other duties and assignments as directed

Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

• 2-4 years of WFM experience in Forecasting , Planning and Staffing
• Minimum HSC or Graduate
• Team Management Skills for minimum 1 year
• Strong computer skills that include proficiency in MS Office suite, particularly Excel.
• Knowledge of WFM tools like IEX, Blue Pumpkin, eWFM etc.
• Previous experience in a dynamic, fast-changing call centre environment required.
• Proven analytical skills ability to communicate with various management levels.
• Must be able to communicate clearly and effectively with all levels within the organization.