1.
Capacity Planning & Forecasting
• Develop short-term and long-term workload forecasts (call volume, AHT, shrinkage).
• Build and maintain capacity plans aligned with business demand and growth projections.
• Conduct scenario planning (seasonality, campaigns, unexpected spikes).
• Collaborate with business teams to align hiring plans with capacity requirements.
• Ensure optimal staffing models to meet SLAs (Service Level, ASA, Abandonment).
2.
Scheduling & Workforce Optimization
• Oversee creation and governance of efficient schedules to maximize coverage and productivity.
• Ensure adherence to workforce management tools (e.g., NICE, Genesys, Aspect)
.• Optimize schedules considering:
o Shrinkage (planned/unplanned)
o Breaks, leaves, and training
o Skill-based routing requirements
• Drive continuous improvement in schedule efficiency and adherence.
3.
Real-Time & Intraday Management
• Supervise real-time queue management and intraday performance.
• Drive immediate corrective actions (re-skilling, overtime, VTO) during demand-supply gaps.
o Agent occupancy/utilization
• Define and execute WFM strategy aligned to business goals and customer experience.
• Introduce process improvements and automation for better efficiency.
• Implement best practices in forecasting accuracy and workforce optimization
Drive digital transformation initiatives within WFM (analytics, AI, automation).
5.
Financial & Cost Management
• Manage headcount budgeting and cost optimization for WFM.
• Analyze financial metrics:
o Staffing cost vs. budget
• Provide insights for cost-saving opportunities without impacting service quality.
• Support budgeting cycles and financial planning with data-backed projections.
• Partner with operations, HR, finance, and client stakeholders.
• Present capacity plans, forecasts, and performance insights to leadership.
• Provide actionable recommendations for business growth and efficiency.
• Deliver regular dashboards on:
o Service level performance
• Leverage analytics to identify trends and improvement areas.
• Maintain data integrity and governance across WFM systems.
• Lead and mentor a team of planners, schedulers, and RTA analysts.
• Build capability in forecasting, analytics, and strategic thinking.
• Drive performance culture and continuous learning.