Primary Job Responsibilities:
• Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations

• Co-ordinate with Operations and Management for preparation of best hiring plans and highlight gaps and revenue leakages if any

• Provide timely escalations to the leadership whenever there is a deviation from planned performance

• Responsible for the management of call volume forecasting, tracking, and planning

• Work with remote Sitel sites, including outsource partners, in a centralized WFM environment

• Work with real-time team to optimize operational performance on a daily basis

• Long-range forecasts (hiring requirements).

• Provide support in creation of capacity plans, ramp plan, and recruitment plan.

• Monitor performance and optimize operational performance on a daily basis

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