Assistant Manager - Work Flow Management (WFM)

Assistant Manager - Work Flow Management (WFM) @ a leader in Business Process Outsourcing, with specialities in Integrated Customer Management Solutions. It is one of the fastest growing BPO companies and is built on the mantra of customized solutions and co creation of value. The Company offers the benefits of the global delivery model, strong financial strength, deep domain expertise, comprehensive and flexible solutions offerings, and a rich international talent pool. Leveraging 32 global locations and a 31,000 strong talent pool, the company services more than 60 Fortune 1000 companies worldwide.

The Roles & Responsibilities:

• Leadership, Planning, Scheduling, Rostering, Forecasting, Reporting & AnalysisManaging a team of Work Flow Management (WFM) Executives providing Workforce optimization solutions
• Continuous interaction with Operations regarding Client requirements and reporting
• Proactively highlight the opportunities to improve performance in all areas of the Operation – Reducing costs, improving service levels, optimizing customer satisfaction & Up-skill training recommendation
• Capacity planning to ensure appropriate availability of resources available as per the process requirement
• Analyzing intra-day reports and providing inputs for process improvement for better utilization of resources in line with agreed KPI, escalation and intra-day planning processes
• Analyze SLA trends, AHT trends, Call arrival pattern & unavailability, and maintain daily project status report and recommend improvement plan to Operations
• Real time monitoring of SLA trends, Call variance, AHT, Schedule Adherence & Line Adherence
• Identify areas of concern and under performance of the process and take corrective measures
• Work Force Scheduling to ensure higher productivity with optimum utilization of available resources as per the key performance indicators
• Preparing Plotter and Excel based Schedules for back office processes as per the key performance indicators
• Preparing Team based & Skill based rosterAllocation, relocation & movement of multi-skilled staff across various workgroups to maintain adequate staffing
• Forecasting Intra-day call volume on the basis of historical trend
• Generation of MIS as per agreed SLA and to provide adhoc reports
• Interact daily with the middle and senior management of company client to discuss the performance of the project
• Preparing weekly program performance for various program using Power point with graphical representation, Trend Analysis, Gap Analysis, What-if-Analysis & Management reports for keen study of trends to identify deviations of metrics
• Interpreting data into relevant information relating to servicing customers and employeeMonitoring agent schedules that meet the Client demand within targeted service level goals

Desired Profile:

• B.E / B.Tech / MBA with 3 to 5 years of relevant experience in Work Flow Management with a reputed BPO organizations.
• Exposure towards planning, forecasting & business analysisExperiences in Document Flow / Workflow Management System
• Ability to adapt and work within a multicultural environmentExceptional analytical skills and attention to detail are essential.
• Excellent organizational skills and the ability to meet timelines with minimal supervision are essential