Associate Manager, Workforce Management

PhonePe Workforce Manager job description mentioned below:

• Forecasting, Planning Scheduling
• Develop full scale capacity plans, associate communication documents, define key variables and create strategies for risk mitigation and contingency planning.
• Identify and analyse Inter-Day Intra-Day Volume trends, anomalies and developing various statistical models to effectively plan for similar trend.
• Administer the usage of various WFM tool and models (such as Erlang) to create fully optimized schedules to enhance business efficiency.

• Access Management
• Design and implement support channel solutions like Call routing, ACD, IVR, Ubona workflow etc. as per operational requirements and attain the most eminent productivity.
• Periodic audits report on the access levels for the users active and deactivated on the systems, identify deviations and drive remediation activities for any noncompliance.
• Understanding the gaps with the current Technology/System/Tools and work with product team to improve technology and processes based on industry best practices.

• Execution
• Driving real time operational performance through centralized command centre by ensuring apt Break/Schedule Adherence Reduction of Wrap/Hold thereby leading to reduction in AHT
• Develop and deploy effective load balancing workflow assignments to ensure parity and prioritization across sites, processes are well managed for their respective BU s.
• Initiate alarm / red flag through systems and proactive communications to all stakeholders highlighting any anomalies on the volume inflow which would adversely impact the business metrics.

• Reporting
• Create Manage BI Dashboards for the operational teams, identify improvement opportunities, mitigate with action plans, review and track daily for the progress with operations team.
• Prepare, analyze and review the key business metrics in a periodic manner, surface the right insights to the operational leadership team for high-quality decision making.

• Commercials
• Daily billing trackers to be published to all stakeholders (internal and external) thereby keeping a close tab on the projections vs actual delivery.
• Initiating payments to service providers in accordance with pre-agreed terms after validation of billing files.

• People Practices
• Hiring the right staff, provide them with adequate support, motivate them to go extra mile, create a high-performance culture and retain the workforce talent pool by rewarding them for their work.
• Responsible for coaching, mentoring, evaluating and developing next line leaders in the WFM team.
• Setting up realistic, measurable goals for the team, monitor teams performance against these goals, providing documented feedback on the performance and track for the progress on the feedbacks.