Cherrypie S.

A Senior Workforce Manager, is one of the key leaders of the department, working with one thing in mind: to deliver the world's best customer experience by striking a balance between service and cost and supervises the Operational and fiscal activities of the Workforce Management team. Ensures accuracy of billing processes and procedures for all clients within the site. Identifies and reports on account profitability opportunities and recommend strategies to improve campaign processes. Accountable for schedule adherence, service level, absenteeism, and other applicable service and efficiency metrics. Along with this, forecasts and prepares for voice and non-voice volume and monitors seat occupancy, average handle time and other factors to measure campaign performance. Works closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. Manages the campaign in accordance with company policies, procedures, and client service level metrics and expectations. Global Workforce Manager ensures that service level targets are met across all accounts through proper scheduling. Responsible for FTE forecasting in order to meet targets based on call volume projections, subsequently coordinating the established targets to Talent Acquisition and Training teams. Analyzes and plans for proper seat requirements based on call volume and current existing capacity. Ensures that the RTAs ,are fully aware of performance expectations and BCP plans of the accounts . Prepares and submits reports for both internal and external clients with emphasis on accuracy and timeliness. WFM Planning Manager supervises the operational and fiscal activities of the WFM department as it relates to Real Time Activity. Identifies and reports on real time account profitability opportunities and recommends strategies to improve processes. Maintains focus on operational effectiveness of the account and ensure that client requirements, service levels, and expectations are met. Monitors and report Forecast Volume requirement, In and Out of office shrinkages, AHT actuals and trends, and other components of the overall planning work flow. Is directly involved in preparing plans and meeting with the clients. Develops and leads the planning analysts team. Oversees the strategic aspects of WFM. Work daily to improve processes and performance of the workforce team that enhance bottom line results. Works closely to resolve all related staffing and scheduling issues. Improves the plan efficiency and accuracy of business process, create and implements process improvements.