Manager I, Planning & Scheduling

Workforce Management (WFM)

Job Title:

Job Description

This is a Manager I position for one of the biggest travel technology companies in The United States, providing wide range of services, which includes booking of hotel rooms, airline seats, and destination services through its travel suppliers, responsible for monitoring the intraday performance (calls and work time) against forecasted plans. To ensures that customer goals are met, by analyzing work volume variances to forecast and adjust the staffing levels and make corrective action when performance is below service level goal.

Eligibility :

• Grade 9B Planners who have spent 18 months in the current Role

Eligibility for Tech Digital Employees :

• All Comp Grade T9 employees who have spent 30 months in the current Comp Grade and 12 months in the current Function & Job Family with last two annual Performance Rating Criteria 3 and above (combination of Exceptional, Exceeding, Meeting)
• All Comp Grade T8 employees who have spent 12 months in the current comp grade and 12 months in the current Function & Job Family

Key Responsibilities :

• Set strategic direction and manage the overall delivery of forecasting, scheduling, and operational metrics of the accounts within the location.
• Work with key stakeholders to ensure WFM initiatives and priorities are aligned and delivered to meet contractual requirements.
• Work with the onsite and offshore WFM team to provide forecasting and scheduling requirements for each account.
• Responsible for driving the achievement of resource planning metrics.
• Brief management on the status of WFM functions and metrics.
• Coordinates with Operations (Team Leaders, Operational Managers, DPE) and Clients to ensure WFM processes and practices are in place and properly executed.
• Determine policies and procedures.
• Identify and leverage best practices,
• Ensure effective use of resources and automated systems.
• Implements productivity and revenue increase by driving efficiency and other related initiatives.
• Act as an escalation point to address and resolve WFM support matters for the program.
• Manage and ensure delivery of the execution of WFM plans, ensuring the onsite and offshore teams are meeting deliverables and deadlines.
• Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling).

Desired Skills :

• WFM /Solutions experience; demonstrate a clear understanding and first-hand experience of workforce management principles and processes in the following primary functional areas:
• C1 English proficiency
• Must have supervisory Role Experience.
• Must have extensive Experience in a Work Force Management role
• WFM Reporting with strong MS Excel knowledge
• Advanced knowledge of Microsoft PowerPoint and Presentation .
• Proven Client communication experience.
• Demonstrates knowledge and experience of WFM Applications (in particular IEX) / Call center tools / ACD Switch.

Location:

Language Requirements:

Time Type:

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