POSITION SUMMARY STATEMENT
This position is responsible for the incoming operational workforce management of Associate Services Call Center, Walkin and Records Support by ensuring that the right number of skilled people and supporting resources are in place at the right time to handle an accurately forecasted workload, at service level and with quality. In conjunction with the Call Center Managers, they are accountable for ensuring that quality and service level work together and that both are based on Associate needs.
SUPERVISORY RESPONSIBILITIES:
- Supervise, coach and motivate Call Center agents and Team Leads to develop a high level of customer service to meet our Associate expectations and support company initiatives
- Evaluate the performance of direct reports and develops appropriate strategies for improvement. Recognizes staff achievements and motivates them to reach their full potential
- Understand Herbalife’s business model and Associate Services targets to measure team and hold them accountable for results
- Forecast call volume demand and other contact demand volume and manage scheduling of sufficiently skilled staff based on historical and anticipated volume both short-term, medium-term and long-term
- Monitors real time contact volume and support associated service levels and staffing requirements
- Trends real time call arrival patterns and adjusts staffing accordingly
- Identify call routing anomalies using real time monitoring applications
- Analyze real time contact center performance for same day staffing adjustments and call routing re-alignments
- Identifies real time call volume interruptions and system outages that impact contact center performance
- Maintain current and accurate agent skill set inventory and schedule recruiting / training
departments involvement as required. - Maintain current and accurate agent group inventory and schedule recruitment / training as
required
ORGANIZATIONAL RELATIONSHIPS:
Reports to the Senior Manager-WFM Associate Services and interacts with all levels throughout organization; employees, distributors and vendors, Regional Office and Home Office Scheduling & Forecasting team to support India.
MINIMUM QUALIFICATIONS:
Skills/Education/Experience:
- 8-12 years of experience in Workforce Management/Optimization.
- 3-4 years of Supervisory experience with ability to influence and drive results.
- Candidate should possess good knowledge and hands on experience on advance Excel/VBA, PPT, MySQL & Power BI
- Extensive knowledge of workforce management and supporting software (scheduling, performance tracking, reporting, forecasting, capacity planning, real time management)
- Knowledge of WFM tools Genesys
- Strong decision making, analytical skills, complex problem solving, judgmental and critical thinking with emphasis on forecasting
- Good proficiency in Microsoft applications such as (Excel, PPT, Word)
- 8+ years’ experience in a Call Center environment
- Good knowledge of the call center functionalities
- Excellent project management skills
- Excellent Written and Verbal Communication Skills. Ability to effectively communicate orally and in writing with co-workers, management team, other departments, including being sensitive to professional ethics
- Ability to handle multiple tasks
- Proactive working style.
- Able to work with minimal supervision
- Strong documentation skills
- Excellent Planning and Organizational Skills. Need to be highly organized with emphasis on accuracy and timeliness
- Ability to communicate ideas in professional and easy to understand format
- Skills in problem solving and spreadsheet analysis
- Excellent team play
- Good persuading and influencing skills
- Flexibility with long working hours is important – flexibility to work weekends, some holidays and long hours
- Must be able to travel both domestically and internationally
Prior Expn &Technical Skills & Project Expn:
- Strong Analytical, Math, Reasoning and Investigative skills.
- Ability to prioritize, organize and summarize data from multiple sources
- Strong attention to Detail/Process with strategic thinking and planning skills
- Strong Leadership qualities, a good sense of judgment and a high degree of confidentiality
- Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others
- Proficient computer skills and working knowledge of Microsoft Office applications including Outlook Email, Power Point, Word and Advanced Excel skills
- Experience forecasting with WFM applications and working with call routing strategies
- Leverage a forecasting and scheduling, tool to predict volume, to plan for appropriate staffing requirements.
- Contact Centre experience required.
- WFM Tools : Genesys(Preferred)
