Manager Global WFM

The responsibilities include designing and developing reports/dashboard on time and to specifications, developing strategies, keeping up to date with the latest developments, analyzing operations, and making suggestions for improvement. You should be able to effectively manage risks and protect data. To be successful, you should strive to improve knowledge through research and continual education. Outstanding members can find efficient, cost-effective solutions to problems, and communicate effectively with internal and external stakeholders.

Manager Global WFM

Education : Bachelor’s degree or higher.

Experience :

• 8- 10 years of experience in reporting, data analysis and project/client management

• Ideal candidature would be 8-10 + YEARS OVERALL EXPERIENCE WITH MIN 7+ years’ experience in WFM call Centre matrix by comprehensive and effective visualization.

Roles & Responsibilities :

As a Strategic Thinker :

Candidate must be from a contact Centre (strong knowledge of call Centre matrix) domain. Suitable candidate will be handling and supervising day to day work of MIS team (5 to 7 MIS analyst).
Generating and preparing MIS reports along with various adhoc reports as requested by management.
Work closely with business stakeholder and data analysts, to present WFM call Centre matrix by comprehensive and effective visualization (e.g. Excel chart and PowerPoint slides) to best deliver the actionable insights to business users. Understand basic knowledge and methodologies of data analytics.
A self-starter who is able to provide solution when needed.

As a Partner with Clients/ Stakeholders :

Investor Satisfaction :
Ensure planning function works towards maximizing revenue from operations.
Give timely inputs to maximize revenue and optimize cost.
Proactively reduce WFM cost.
Provide budgetary inputs to the finance team.
Actively participate in annual & quarterly budgeting process.

Customer Satisfaction :
Engage with clients / internal customers for value add.
Act as a consultant for the clients / internal customers.
Provide geography-specific inputs for new solution design.
Ensure that all new projects GO-Green from WFM perspective in the geography.

Employee Satisfaction :
Ensure high team morale.
Ensure development of the second level of leadership.
Ensure good work culture.
Coach/mentor and upskill the team.
Ensure learning and development of all team members.

As a Partner in Driving Results:

• Assimilate data and analyze to create daily, weekly, monthly and quarterly reports.

• Must have good written and verbal communication.

• Exposure in client interfacing of International stake holders for US region.

• Must be able to analyze reports to detect problems during data collection and help review data that has been collected.

• Monitor data to identify trends and anomalies that might showcase abnormal behavior.

• Must be able to interpret data, develop dashboards and reports.

• Should be able to generate routine and ad hoc reports as required.

• Ensure to monitor, update and smooth implementation of MIS reports.

• Must be a team player, whenever required should be willing to support stake holder and adhoc requirements.

• Must have a sound understanding of VBA Macro.

• Must be willing to work in US. Shift (North America Time Zone).

Mandatory Skills :

• Must be able to function successfully as a team player in a fast paced, customer-centric environment.

• Strong and demonstrated analytical, data interpretation skills and problem-solving skills.

• Ability to work independently at times and closely with senior stake holders.

• Excellent communication and interpersonal skills.

• Skilled in client handling and proactive communication with the customers.

Preferred Skills : Strong working knowledge of Excel, Power BI, SQL and database concepts.

BLR, Surya Wave BuildingIndia