Deskripsi Pekerjaan
Join HCLTech as a Workforce Manager and lead the strategic optimization of our contact center operations. This pivotal role involves directing a team of workforce analysts to ensure operational excellence through data-driven forecasting, scheduling, and real-time management. You'll partner closely with operations leadership to align staffing plans with business objectives while maintaining peak service levels and cost efficiency.
As a key decision-maker, you'll leverage workforce analytics to identify trends, mitigate risks, and implement continuous improvement initiatives. This position demands strategic thinking to balance customer satisfaction, agent productivity, and operational compliance. If you excel in transforming data into actionable insights and driving team performance, this role offers the perfect platform to make a significant impact.
Tanggung Jawab
- Lead, mentor, and develop a team of workforce management analysts
- Develop and implement strategic workforce plans including forecasting, scheduling, and adherence monitoring
- Partner with operations leadership to align staffing with service level agreements and business demands
- Analyze operational data to identify trends, risks, and optimization opportunities
- Ensure compliance with SLAs, quality standards, and regulatory requirements
- Drive continuous improvement initiatives to enhance workforce productivity
- Monitor and report key metrics including occupancy, adherence, and service levels
Kualifikasi
- Bachelor's degree in Business, Operations Management, or related field
- Minimum 5 years' experience in workforce management with 2+ years in leadership
- Expertise in WFM software (Calabrio, Verint, or similar)
- Strong analytical skills with advanced Excel proficiency
- Proven track record in contact center operations optimization
- Excellent communication and stakeholder management abilities
- Experience in developing and implementing workforce strategies