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Job Overview

Category

MBA

Job Role

Assistant Manager Finance

Gender preferred

No Preferences

Functional Area

Career Level

Qualified Professional - Experienced

Work preferred

Work from Office

Experience

Min Experience

5 Years

Max Experience

8 Years

Qualification

Graduation

Any Graduation

Post Graduation

MBA/PGDM

Description

Responsibilities:-

  1. Handling teams of WFM analysts performing real time monitoring on  WFM tools for process control
  2. Trend analysis along with analytical modeling and optimization for all the processes within the dept. purview.
  3. Handling teams of WFM analysts performing real time monitoring on  WFM tools for process control
  4. Conducting session for the team members to up-skill them at regular intervals.
  5. Utilise analytical skills to manage the flow of work across 3 external suppliers and retained in house teams supporting the UK Consumer Business, GCP, GPA and Shared Services teams.
  6. Collaborating with 3rd party supplier Intra Day functions. Including negotiation for the deployment of resource across all front and back office teams to ensure key KPI’s (Key Performance Indicators) are delivered.
  7. Maximizing performance through call centre KPI analysis, and communicating performance achievements to key stakeholders throughout the business.
  8. Responsibility for the co-ordination of operational responses to issues impacting the delivery of customer service within retained functions. Acting as the focal point for communication with BIM and IT Teams for the duration of the business incident.  Act as liaison for incidents impacting non-retained areas.
  9. Attend daily / weekly operational performance meetings to discuss and agree plans.
  10. Ownership of the IDP/First Source demand process and liaison with relevant suppliers regarding required resource. Deliver full reconciliation of monthly 3rd party supplier invoicing, communicating any challenges to Operational leadership.
  11. Liaison with MI teams to assess performance of suppliers and work in conjunction with supplier managers to drive and improve performance in all area’s, such as increasing sales volumes or delivery of KPI measures.
  12. Align available resource with forecasted requirements on an intraday/daily/weekly/monthly basis. Accounting for all shrinkage permutations to ensure minimal impact to SLA.
  13. Coordinate and manage the effective deployment of flexible resource across the customer service estate and other business functions as and when required
  14. Provide meaningful and relevant insight into customer contact profiles via analysis of historical data and trends
  15. Export and import relevant data from Total view using smart sync
  16. Create strong and trusting working links across all facets of the business to enhance profile and effectiveness of resource planning function.
  17. Consult, assist and educate the business in the merits and business benefits of effective resource planning outputs.
  18. APS administration reviewing all VDN’s skills etc accurate and new ones are added also hierarchy set up and accurate.
  19. Aspect maintenance setting up CT’s MU’s exceptions codes etc. Maintaining Agent data and creating new skills in ASPECT.
  20. Build new tour groups and conduct shift reviews.
  21. To Understanding of performance metrics and their co-relations for. E.g. Service Level, Occupancy, ASA, forecast variance, AHT fore variance, Line & schedule adherence, conformance etc.
  22. WFM tool specific scheduling methodology – for e.g. Aspect schedule bidding method, “Automatic agent assignment method” comprising creation and administration of tour groups and tour templates

Qualification:-

  • Graduate/Post Graduate/MBA
  • Overall 5 Years of WFM experience with minimum 2 Years of relevant domain experience of Scheduling and Planning
  • Good Analytical Skills, in depth understanding and knowledge of WFM & WFM related tools
  • Sound knowledge of WFM concepts and industry standards around WFM
  • Excellent communication skills

Skills:

  • Ability to manage Workforce Management at all levels
  • Understand & interpret Leadership issues/needs, Predict future business needs, Drive Performance & Delight Customers, Execute at Speed, Grow Talent and Capability
  • Ability to work under pressure, Creative and innovative approach, Able to establish unequivocal facts

Skills

MBAReconciliationProcess controlAccountingFinance and AccountsMIS

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