Workforce Manager

Job Summary:

The WFM Team Manager is responsible to take ownership of deploying & maintaining the WFM Toolkit with ability to review

volume drivers - customer base, acquisition strategy, seasonality effects, workflow design, contact media channel, geographical

specifications, events driving interactions & the technology deployed - build optimized workflow with real loaded Average

Handle Time that is refined to calculate resource requirements for people, property & logistics across contact center, branches

& field as applicable with site specific sensitivities / compliances incorporated.

Key Responsibilities:

➢ Forecasting or Awareness of various techniques like by Causal / Econometric Modelling Forecast - Time Series

Decomposition / Regression Analysis & Dynamic Regression Exponential Smoothing Census II X-11 (Additive and

Multiplicative) / Autoregressive / Integrated / Moving Average – ARIMA (Box, Jenkins & Reinsell) / ...