Summary
Date Posted: Thursday, February 16, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
About the role
BURN is looking for a Workforce Planning & Reporting Manager to manage the CX operational activities which include forecasting, scheduling, and ensuring all call center staffing levels are sufficient to meet service and productivity goals based on planned activities and sales plans. Additional responsibilities include supporting data for the implementation of call center initiatives, Budgeting, cost tracking, managing agent utilization trends/productivity, proposing operational improvements, performance/trend analysis & general reporting of all CX activities. The WFM & Reporting Manager will also directly manage a team of real-time analysts that manage intraday scheduling and management of productivity/CC metrics.

Duties and Responsibilities:
• Supervision and developed Workforce Management staff.
• Ensures team accountability for all CX performance KPI’s.
• Provides all workload forecasting and consequent HC planning to meet service/activities goals.
• Maintains and analyzes workforce daily performance, lead analysis, and staffing change data for continuous quality and productivity improvement.
• Coordinate and publish all reporting related to Workforce and overall CX reports.
• Analyze the CX operations to understand strengths and weaknesses to determine opportunities to create process improvements and increase efficiency.
• Perform advanced analytical root cause analysis to identify areas of opportunity and make recommendations to Global CX Director – with a close focus on Voice of the customer for all customer touchpoints and opportunities as well data analytics-based insights.
• Analyze workforce performance, lead analysis, and staffing change data to ensure quality and productivity improvement.
• Develops and maintains scheduling processes for Call center agents.
• Participates in strategic planning and goal development.
• Integrates both inbound and outbound activities to support staffing levels.
• Drives workforce planning and general performance management & training.
• Oversees technology and process improvements to ensure high customer satisfaction and cost efficiency.
• Coordinates Budget Planning and monthly cost tracking to ensure efficiency and optimization.
• Develops presentations on recommendations for improvements, automation & implementations of reports & processes to Global CX Director
• Completes special projects as needed.

Skills and Experience
• Academic Excellence and a bachelor’s degree will be essential.
• At least 5 years of direct experience in Workforce and analytics. Experience in Omni-channel queue management a plus (email/social media/Calls).
• A minimum of 5 years of supervisor experience is required. Ability to write reports, business correspondence, and product manuals.
• Must demonstrate the ability to communicate effectively, both orally and in writing at all levels.
• Prior experience with system implementation and scoping
• Strong analytical skills and attention to detail.
• Ability to effectively partner with various levels of management.
• Proficient/Excellence in the use of technology applications including but not limited to Outlook, Internet Explorer, Excel, Word, PowerPoint, analysis tools, etc.
• IVR experience: knowledge of process improvement
• Experienced use and/or implementation of Call Center Technology
• BPO experience will be added advantage.
• At least 5-7 years of working experience.
• Strong Analytical skills
• Strong Interpersonal Skills & People Centric.
• Good Observatory skill
• Strong Creative skills
• Innovative




Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

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