Manager - WFM - (1900033Y)
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The Regional Workforce team is tasked with forecasting demand and scheduling staffing across the region based upon historical data and known future events.The WFM Manager acts as a link between the central team and the markets, applying their and other people’s local business knowledge so that all work can be optimally completed. Once staffing plans are agreed and signed off they are implemented by each market and managed through to their day of execution.
Manages Real Time Manager for Service Level optimisation for the country, with accountability and full control over FTE allocation to meet operational needs. He/she is responsible for collaborating with multiple levels of leadership to balance productivity and performance across the locations.Core function will be to manage India processes and operational resources to achieve business service level objectives and maximize efficiency, productivity and occupancy. The jobholder is the decision making person responsible for ensuring that WFM KPI’s and drive for improvement are in place.
Main responsibilities & duties
Responsible for all intraday processes and operational resources to achieve business service level objectives and maximize efficiency and occupancy.
Manage the India WFM Governance Process to drive WFM KPIs improvement not limited to Service level, Contacts Per Hour, Adherence
Drive change in India from the WFM standpoint, liaising closely with in-country leaders and Director to drive KPIs and areas of improvement
Monitor performance metrics and process improvement initiatives that require management focus
Directs, develop and communicates productivity standards and goals for all support personnel
Monthly review of WFM deliverables/KPIs with WFM leads in APAC
Collect monthly feedback (on WFM deliverables) in APAC for continuous improvements
Should have knowledge of forecasting, capacity planning & scheduling to establish processes for inter-departmental co-ordination (e.g. Capacity planning/ scheduling / real time management /MIS team) and with operations.
Drive & track APAC transformation initiatives based on TS priorities, with country TS leaders to ensure target are met based on location, structure, people & technology priorities.
Real Time Management
Manage the India per site Real Time Managers (RTM) team in PNQ, HYD and GGN
Ensuring fully optimised and equalised SLA performance across multiple sites and channels;
Run side projects / business analysis based on needs / activity
Clear and concise at communicating. Able to tailor message for audience. Effective communicator.
Knowledge and ability to communicate effectively related to WFM/Contact Center metrics and terminology
Actively supports the sharing of information
Not afraid to challenge others when putting performance first
Ability to identify contact trends, business impacts and data driven solutions
Create actionable insights from large data set Proactive problem solving skills, prioritization of business needs, and continuous improvement oriented
Report and dashboard creation capabilities
Builds and maintains productive relationships across a geographically diverse team
Able to work with on-site and virtual teams
Production & Quality
High standards of achievement & strong result orientation
Reliable and accountable
Focused on achieving and measuring success
Uses initiative to continually improve services and processes
Produces work that is error-free and presented appropriately according to the audience
Good knowledge of planning principles, including shrinkage,occupancy, capacity planning and forecasting
Local language(s) for the market being covered
English fluent: written and oral
Able to work within a multicultural environment
Clear and concise communication (reporting, presentation)
Ability to speak in front of senior audience
Expert knowledge of MS Word, Excel, PPT, etc.
Basic knowledge of WFM systems eg Totalview, Impact 360, eWFM or CWT’s in-house tool an advantage
Knowledge of telephony and email management platforms and routing principles
Workforce Management knowledge
Experience in contact centre operations at a supervisory level
Educated to degree level.
Experience in service / contact centre operations ideally at a supervisory level
Experience of working in a multi-site environment
Primary Location: IN-DL-Gurgaon
Work from home: No
Employment type: Standard
Job Family: Travel Operations
Shift: Day Job
Organization: Traveler Services
Job Posting: Oct 11, 2019