Be the single face of WFM for NCBS across multiple locations & accounts
Institutionalize best practices in WFM across the organization and create and manage a team which delivers these practices to the business
Conceive, design and drive WFM Automation projects at an organization wide scale
Manage and own wing to wing Resource Planning for multiple accounts across multiple sites, programs and geographies
Manage human resources utilization and drive ?Service-Cost? balance across the organization
Conduct Analysis of program data to identify normal and special process variation, seasonality trends etc. in program metrics
Meet on a regular basis with Business Managers to review results and provide consulting and solutions on Capacity Management issues
Track and report exceptions to Agent Schedules as needed
Administer the design and creation of training and process manuals used to meet departmental program goals/guidelines
Responsible for day-to-day functional supervision of his own work-groups, including work assignment and attendance monitoring and other administrative tasks
Assist management for requirements like business reviews, RFP meetings, client interfacing, conference calls etc.
