Woorkforce Coordinator (Supervisor WFM):
Educational Qualification Graduate
The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Reporting. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision-making regarding revenue roadmap, focus on critical metrics, and efficiency improvements for accounts/organizations.
Key responsibilities:
- Managing WFM Personnel
- Planning & Scheduling
- Manpower Planning, Scheduling, Transitioning new logos
- Preparing and publishing WBRs, MBRs, QBRs
- Preparing PPTs and presentations
- Running scenarios and simulations basis requirement
- Data reporting to other departments like Finance , IT Operations etc.
- Recognize and recommend operational and support improvements for the enterprise
- Creating Schedules and lead the weekly scheduling performance review and provide recommendations
- Administration of communication to and from Operations and other support departments.
- Collect, analyze and report historical center performance statistics.
- Understanding of Workload and HC calculations
- Perform financial evaluation using actual performances which involves relevant WFM metrics and contractual targets
- Provide end to end analysis of financial assessment on weekly basis rolling up to the month
- Create accruals for revenues that may have been possibly earned but are not yet recorded in the account
- Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis
- Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle
- Calculate the positive and negative impact of compensated and non-compensated performance metrics on overall revenue
- Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making
- Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business
Desired Skills:
- Should be excellent in Excel and MIS / Should be decent in Excel for other roles
- Effective communication and interpersonal skills
- Excellent problem-solving and management skills
- Expertise in Erlang-based scheduling
- Expertise in Manpower Planning, Revenue calculations, Gross margins, etc.
- Knowledge of Power- BI and should be able to create dashboards
- High level of accuracy and attention to detail.
- Extensive experience with WFM software will be preferred. Knowledge of Tools like Avaya, CRM, Sales-Force, and Cand MS.
- Ability to make decisions in time-sensitive ambiguous situations.
- Good Communication Skill B2 English (both speaking & writing)
- Willing to be placed in the Yogyakarta Site.
- 1 Years of experience from BPO Industry & have handled a team of minimum 10 RTAs/RTFMs.
- Sound Knowledge of WFM KPI like Scheduling / Planning / Billing
