Deskripsi Pekerjaan
Join HCLTech as a Workforce Manager and lead strategic workforce optimization in a dynamic contact center environment. As a key partner to Operations, you'll drive performance excellence by aligning staffing with business demands, ensuring operational efficiency, and maintaining service level standards. This leadership role requires you to mentor a team of analysts, develop data-driven forecasting models, and implement advanced scheduling solutions. You'll collaborate cross-functionally to resolve staffing challenges, analyze performance metrics, and implement continuous improvement initiatives. Ideal for candidates passionate about transforming workforce data into actionable strategies that enhance customer experience and operational productivity.
Tanggung Jawab
- Lead and mentor a team of workforce analysts to optimize performance
- Develop and maintain workforce management strategies for contact center operations
- Forecast staffing requirements using historical data and predictive modeling
- Create and manage staff schedules ensuring optimal coverage and resource utilization
- Monitor and report on KPIs including service levels, adherence, and occupancy
- Collaborate with Operations to address staffing challenges and improve efficiency
- Implement and optimize workforce management technologies and processes
Kualifikasi
- Bachelor's degree in Business, Operations Management, or related field
- Minimum 5 years workforce management experience with 2+ years leadership
- Proven expertise in contact center operations and WFM tools (IEX, Calabrio, Verint)
- Advanced analytical skills with ability to interpret complex datasets
- Strong experience in forecasting, scheduling, and performance reporting
- Excellent communication and stakeholder management abilities
- Proficient in workforce management software and reporting tools