Manager/ Deputy Manager - Customer Experience

Role & responsibilities:

Forecasting & Capacity Planning

• Volume Prediction: Analyze historical data, seasonal trends, and marketing campaigns to forecast call, chat, and email volumes by interval.
• Staffing Requirements: Calculate Full-Time Employee (FTE) requirements and build long-term and short-term capacity plans.
• Shrinkage Management: Account for non-production time, including breaks, lunches, training, meetings, and planned/unplanned leaves

Scheduling & Optimization

• Shift Creation: Design and publish multi-week agent schedules that align with anticipated customer demand and agent availability.
• Leave & Time-Off Management: Review and approve vacation, time-off requests, and shift trades based on staffing thresholds.
• Break Optimization: Schedule offline activities during low-volume intervals to protect service levels during peak hours.

Real-Time Monitoring & Intraday Management

• Queue Tracking: Monitor live metrics (Service Level, Average Speed of Answer, Occupancy, and Adherence) using WFM software
• Intraday Adjustments: React to unexpected call spikes or high absenteeism by calling in overtime, shifting breaks, or moving staff across channels.
• Adherence Tracking: Track live agent schedule adherence and coordinate with operations team leads to address compliance issues.

Reporting & Analytics

• Performance Reporting: Generate daily, weekly, and monthly reports on key performance indicators (KPIs) like service level, adherence, and occupancy.
• Data Insights: Provide operations management with recommendations to improve efficiency, reduce shrinkage, and optimize staffing models.

Applicants should possess the following attributes:

• Strong working knowledge of industry-standard WFM tools (e.g., NICE, Verint, Calabrio, Genesys) and advanced Excel skills.
• Analytical Mindset: Ability to interpret large data sets, identify trends, and spot operational anomalies.
• Communication: Excellent verbal and written communication skills to present metrics clearly to operations and HR stakeholders.
• Composure Under Pressure: Ability to make fast, calm decisions during high-stress, real-time volume spikes.