IBM Hiring for DGM WFM at Noida, Uttar Pradesh Full Time

Your Role and Responsibilities

This position is responsible for establishing procedures and processes for the staffing, scheduling, forecasting, planning and reporting. This WFM Lead will manage one of the key WFM functions for the organization.

Candidate must have solid understanding of WFM fundamentals, proven experience in the design, development and implementation of strategic workforce planning, scheduling, RTM and reporting with a very strong focus and ability to execute in a dynamic organizational environment.

Lead WFM will be responsible for design and implementation of scheduling, capacity planning and reporting to support contact center locations.

Build, develop and lead Resource Planning, Scheduling and Reporting into a highly responsive team that meets the required standards and deliver on critical activities:

Planning for the day (volume forecasting, staff scheduling),

Planning for Week (making scheduling adjustments including OT plans)

End to end WFM and performance reporting & analytics

Forecasting for the month, quarter and half year etc.

Measuring results.

Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.

Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.

Lead team to analyze volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.

Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.

Lead Report automation

Regularly review team procedures and process flows to ensure that they meet guidelines.

Participate in special projects as needed and perform other duties as assigned.

Ensures adherence with all key performance indicators for assigned lines of business (including, but not limited to, contractual SLAs, call quality scores, and schedule adherence)

Review weekly staff plan with recruiting, operations, finance and executive leadership

Attends daily, weekly and monthly staff and operational meetings as requested.

Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.

Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.

Manage internal communications process.

Partner with various business verticals to enhance WFM support in newer and unexplored disciplines

Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.

Periodically review WFM progress based on the strategic direction.

Responsible for setting strategic direction for all disciplines.

Define and communicate Governance Structure, objectives and operational guiding principles.

Should aim at reducing costs, improve service levels, optimize customer satisfaction

Highly developed project management skills and proven ability to deliver organizational projects within designated timelines

Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures.

Strong with Leadership, performance and team management skills

Required Technical and Professional Expertise

Experience with leading contact centers is must.

Experience in using Verint WFM Suit.

Prior supervisory experience required and understanding of various telephony technology for contact center is must.

Report automation and expert skills in Macro.

Minimum of 15 years Call Center experience required

Minimum of 10 years Management experience required

Ability to manage all customer channels (Voice/Chat/Email)

Able to focus in a fast paced, flexible environment, attention to detail

Excellent verbal and written communication skills

Ability to adapt to change

Able to build a positive work environment across sites and influence leaders outside of direct responsibilities

Preferred Technical and Professional Expertise

None

About Business Unit

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

Your Life @ IBM

Are you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It’s time to define your career.

About IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.