Job Description

Req ID: 294665NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Workforce Management Senior Manager to join our team in Noida/ Bengaluru, Uttar Pradesh (IN-UP), India (IN).Project Program Senior Manager (Workforce Management)The DWS/TSD Manager works to improve workforce management effectiveness by leading the NTTD Technical Service Desk scheduling and forecasting WFM team globally to meet the fast growing business needs. Successful candidates will also implement and optimize the usage of Workforce Management tools within a multi-channel contact center environment to ensure business and client requirements are met.This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning. - Responsible for design and implementation of scheduling and capacity planning to support contact center locations.Major duties and responsibilities:

• Leading a team of WFM team members globally- 10-15 Members.
• WFM Call center forecasting, manpower/capacity planning.
• Provide ongoing Call Center operational analysis, advance planning and scheduling while identifying.
• Thorough understanding of all call center metrics and SLA mapping, monitoring and reporting.
• Proficiency in Advanced Excel and VBA in data modelling along with building WFM dashboards and automations.
• Expert in manual staffing and forecasting for call centres.
• Understands and can work on multiple Forecasting models and methodologies (preferably without the use of external third party software's).
• Implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (Phone service level, occupancy, utilization, shrinkage, Forecasting accuracy, Staffing etc.).
• Identifying and partnering with the customer service lead team to implement innovative labor management practices.
• Develop labor schedules to meet contact volumes and service levels.
• Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts,
• optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams.
• Work with the Client leadership team to provide analytical support and recommendations.
• For staffing resources to meet objectives such as service levels, occupancy, cost per call, and other.
• Specified call center goals and objectives.
• Work with SD Operations and senior management to accurately forecast call volumes, analyse historical call volume; project budgetary expenses, determine future costing and assist with training scheduling and new hire numbers.
• Analyse call center performance history to determine shrinkage, adherence and occupancy goals as well as optimum off production activities.
• Project staffing requirements to meet service levels by forecasting both short- and long-term call volume expectations and required staffing.
• Balance multiple priorities with little or no direction.
• Identify what resources are required to implement parts of projects and effectively use project plans to focus work and ensure deadlines are met.

Skills and Knowledge requirements:

• Advanced Excel/VBA
• Call forecasting, Call Center Staffing / Manpower planning
• Time series, Data regression , Forecasting, Erlang C etc
• Functional erlangs, Forecast variance
• High Volume day Poisons distribution
• Knowledge of Call Center management best practices
• Strong Functional analytical skills
• Strong Forecasting ability (including Chat and Web and Email channels)
• Process analytical skills in a call center environment
• Ability to create well organized, accurate, and concise material and work documentation for organizational use.
• Ability to create and maintain data bases.
• Strong hands on knowledge of work force management tools and the ability to maintain them
• Excellent MS Excel, Power BI and PowerPoint etc and the ability to use them to present to both internal and external contacts

Qualifications:Graduate degree and equivalent experience required 5-10 years prior experience in a Call Center Operations environment with strong understanding of Service Desk operations. Relevant functional project based consulting experience. Call Management System experience.About NTT DATANTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atNTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click . If you'd like more information on your EEO rights under the law, please click . For Pay Transparency information, please click .

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