Vacancy caducado!
Coforge is a leading global IT solutions organization that drives transformation for its clients by leveraging its unique insights into their sector processes and its capabilities in digital and post-digital technologies. The Company focuses on three key verticals: Travel & Transportation (TTH), Banking & Financial Services (BFS) and Insurance. This domain strength is combined with leading-edge capabilities in Cognitive and Automation, Data & Analytics, Cloud, and Digital. Coforge has over 11,000 employees serving clients across Europe, the Americas, Asia, and Australia. In Europe, the company has over 800 people mostly concentrate on the UK, Germany, and Spain.
Role :Workforce Operations ManagerResponsible for work force operations performance management across multiple campaigns with direct oversite of work force team members. Manager must create accurate forecasting models to drive appropriate staffing levels and is a key player in the site's overall profitability. Must build strong partnerships with external clients to support Service Level Agreements and needs to master contract language across multiple clients to proactively identify any risks associated with Staffing projections. The manager should be very familiar with cell center operations metrics and possess a keen understanding of how decision impact AHT, Adherence, Shrink, & Occupancy amongst many different KPIs. The manager plays an active role in real-time and/or intraday management of resources to ensure the correct number of agents at the right times are available to answer forecasted volume of incoming calls at the desired service level. They will work with management across engagements to ensure adequate staffing, workflow monitoring, and contingency plans take place throughout the day.The WFM manager will own tracking and execution of attendance policies, managing the team to track and validates tardiness/absenteeism. KEY COMPETENCIES- Customer Focus—stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.
- Adaptability—responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.
- Communication—keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). "Over-communicates” key messages about Coforge to internal and external audiences. Delivers clear and effective verbal and written messages.
- Ethics / Acts with Integrity—demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
- Initiative—seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality.
- Shaping and Driving Strategy—has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and "street-smart” actions. Drives for results. Holds others accountable by monitoring and measuring performance.
- Sound Judgement and Decision Making—applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.
- Team Player—promotes effectiveness of Coforge as a whole by supporting common processes and measurements. Works effectively in partnership with others both across Coforge and with customers to achieve business goals.
- 3+ years of Previous Work Force Management experience in a call center environment
- Some college desired with mathematical or statistical course work
- 1+ year WFM experience in a call center environment preferred
- Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software. Experience in Calabrio is a plus
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
- Superior organizational skills
- Excellent interpersonal and communication skills.
- Must exhibit professionalism, enthusiasm and a positive, team-oriented attitude
- Must possess proficiency with Microsoft Excel
- Capability to identify and take ownership of an issue and have the confidence to analyze and understand it and to recommend actions.
- Self-directed and able to work without close supervision in accordance with assigned duties
Vacancy caducado!