Job Description

Organization Unit Purpose

Manage real time monitoring of service levels metrics for all segments and channels (deferred and non-deferred).
Manage the resourcing across all segments and channels in Inbound space.
Manage day to day performance of CCO with regards to service level metrics.
Drive real-time adherence to the expected capacity against the actual performance to achieve targets and efficiency metric goals.
Identify anomalies call out any key changes on the contact patterns to operations and the broader WFM team.
Identifies and takes ownership of opportunities presented through ambiguous situations, generating creative ideas/solutions. Carries out systematic analysis to identify the root cause of problems and makes informed judgments.
Challenges the status quo to simplify, rationalize or develop products, processes, or services to meet the needs of our internal/external customers.
Co-ordinate workforce management meeting with key stake holders covering off previous, current, and future performance indicators and provide expert recommendations to maximize key KPIs.
Manage the offline activities, ensure the staff have right occupancy levels across all channels.
Ensure RCA being prepared for any failures on service metrics.

Job Purpose

Plan and execute appropriate staffing allocation and availability of staff to achieve service level objectives.
Monitor workforce management system and enhance reporting capabilities to deliver analysis on adherence/compliance to schedules.
Identify, amend, and revise processes facilitating a culture of continuous improvement with a long-term focus.
Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met.
Generate ideas for process and service improvement planning.
Collaborate effectively to ensure team goals are achieved by providing input into decision making and problem solving.
Actively contribute to creating a culture of service excellence.

Job Content

Consistently meet SL goals across all channels and line of business.
Planning for Special events/Ad hoc simulations/Overtime management
Publish BAU reports accurately and within TAT
Represent Team in Operations meetings/huddles
Proactively perform simulation and models to predict the results on the key objectives and provide intelligent insights to Operations Leaders
Support the WFM team members to deliver Flagship projects in line with the organization objectives
Partner and collaborate with stakeholders to manage expectations and deliverables effectively and enhance internal customer experience.
Facilitate queries and concerns from business units with respect to WFM.
Partner and collaborate with internal WFM and BI units to ensure accurate and timely delivery of tasks to business units
Demonstrate the willingness to acquire necessary skills to enhance the performance.
Demonstrate role model behavior by providing outstanding support to the team as and when required
To be cross skilled within the team to be able to handle multiple processes as and when required.
Support the team members by acting as back up

Person Specifications

Education

Any Professional Certification Required

Skills - Technical & Professional

Min. 6 years of experience in WFM
Exposure to Banking domain
Proficient in MS Office tools (Outlook, Excel, PowerPoint, etc)
Good knowledge of WFM tools (IEX, Verint Impact 360 (Bluepumpkin), Genesys WFM, Aspect eWFM)
Effective collaboration with the team and stakeholder

Behaviors

Excellent Interpersonal, communication and articulation skills
Strong leadership, Stakeholder Management within operational units and clients
Advanced Analytical, Critical thinking and Problem-solving skills
Accountability and Professional behaviour
Must have good time management with the ability to work with minimal supervision and under tight timelines

IRTM Senior Associate