The focus of the role is on the preparation of budgets, planning of staffing forecast and schedules for the contact centre. To manage the scheduling of people throughout the Contact Centre in such a way as to resource the fluctuating call volumes whilst accommodating the need to deliver outstanding customer service, maintain commercial reality and recognise the importance of a disciplined but fair approach in managing work patterns of teams and individuals.
• Develop and manage the Workforce management processes and procedures to ensure adequate manpower staffing for the contact centre
• Implement appropriate tools and solutions to consistently provide schedules and staffing for the contact centre as required
• To design, in co-operation with Managers an appropriate scheduling platform for the Contact Centre.
• To liaise with other departments in OM in order to identify initiatives or situations that will impact on present and future call patterns.
• To respond to changes in call patterns and reschedule work patterns as appropriate.
• To continuously monitor call patterns and call centre statistics to evaluate schedules in relation to customer service and financial considerations.
• To liaise with Team Leaders to ensure team events can be accommodated within the schedule.
• To manage individual requests for schedule changes in line with the best interests of the Contact Centre and in a consistent and fair manner.
• To inform Contact Centre Management of all changes in schedules and develop a communication procedure to manage individual requests.
• To maintain an accurate record of attendance for every individual in the Contact Centre and alert management to exceptional situations.
• To develop and maintain a three year manpower plan.
• Works as part of the Customer Experience team
• Close liaison with Contact centre Management and Training
• Attention to detail is vital and any error in data on reports could lead to inappropriate or incorrect action taken by the management team ( ie: poor manpower planning, incorrect reporting of KPIs to lead management )
• Major decisions, those involving manpower management and identifying key customer problems could result in poor customer satisfaction and loss revenue from customer churn
• Timely delivery of all schedules and forecasts for the Contact Centre to optimise service levels and budget
• Timely delivery of all Key reports for Customer Experience WFM
• Accuracy of data provided
• Delivery of Workforce management process and procedures Proper administration and documentation of the Customer Experience budget

• Experience in workforce management concepts and tools : headcount calculation, scheduling, budgeting
• Experience in Workforce Management tools
• Proven analytical and numerical skills
• Attention to detail in addition to developed project management skills
• Good communication skills
• Strong team player, with sense of commitment , ability to communicate, influence and persuade at all organizational levels
• At least 4-5 years experience in a similar position preferably in the telecommunication industry
• Contact centre experience an asset
• Bachelor degree from a reputed University