About FirstSource:

Before you become Assistant Manager at FirstSource – workforce management, let us know about the company. Firstsource Solutions is a global business process outsourcing (BPO) company that provides customer-centric services to a variety of industries, with a strong focus on healthcare, financial services, and telecommunications. They operate in multiple countries, leveraging technology and innovation to enhance customer experiences and operational efficiency. Please check their official website for the most up-to-date information.

Job Description: Workforce Management

Job Role: Assistant Manager

Location: Bangalore, KA, IN

Responsibilities:

1. Support Operations from Scheduling & Real-Time Perspective: You will be responsible for ensuring that our operations run smoothly, making real-time adjustments as needed.
2. Reports and Dashboards: Prepare and analyze daily, weekly, and monthly reports and dashboards to monitor performance and make data-driven decisions.
3. Shrinkage and Resource Planning: Manage shrinkage, schedule adherence, delivery, and resource planning to optimize operational performance.
4. Outage Tracking: Keep an eye on outages and their impact, taking necessary actions to minimize disruptions.
5. KPIs and Service Level Projections: Review key performance indicators and service level projections, ensuring they align with our goals.
6. Efficiency Parameters: Maintain all relevant efficiency parameters within target values.
7. Ad-Hoc Support: Be ready to manage ad-hoc requirements from operations and other departments.
8. Stakeholder Interaction: Regularly discuss and analyze daily and weekly performance with stakeholders, keeping everyone aligned.
9. Client Interaction: Engage with clients regarding Full-Time Equivalent (FTE) and delivery targets, as well as planning assumptions.
10. Contribute to Annual Planning: Play a role in annual planning related to Headcount (HC), Budget, Span Ratio, Seat Utilization, and more.

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Functional Skills and Competencies:

To excel in this role, you’ll need:

• Effective communication skills for interactions with stakeholders across different levels and locations.
• Minimum 5 years of experience in a Contact Centre, with at least 2 years in a supervisory role in Workforce Management.
• Proficiency in various workforce management tools such as IEX, Genesys, Liveperson, etc.
• A holistic understanding of Workforce Management and operational management.
• Strong knowledge of capacity planning and real-time management.
• Familiarity with key Contact Centre metrics like FTE, shrinkage, AHT, occupancy, schedule adherence, CPH, ACL, concurrency, etc.
• The ability to quickly analyze situations, identify gaps, and take proactive measures to ensure service levels are met.
• Dedication to organizational values and a keen eye for detail in planning and organizing projects.
• A customer-centric approach, valuing both internal and external customers, and focusing on their experience and expectations.
• Strong relationship-building skills with both stakeholders and the team.

Skills:

The ideal candidate will possess:

• Excellent analytical, presentation, and communication skills.
• Proficiency in Microsoft Office Suite.
• Proficiency in Workforce Management tools like IEX, Genesys, Liveperson, etc.

How to Apply?

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