Manager Workforce Management
Tata Consultancy Services
Total years of experience :16 years, 8 Months
Oversee a team of workforce management professionals responsible for forecasting, scheduling, and real-time management of a 9 member contact center.
Develop and implement workforce optimization strategies while maintaining or improving service levels.
Streamlined scheduling processes, resulting in a decrease in overtime and a 12% increase in agent schedule adherence.
Implement advanced forecasting models and schedule optimization tools, for improvement in forecasting accuracy.
Lead workforce planning initiatives to align staffing levels with business needs, ensuring optimal resource allocation during peak periods.
Collaborate with other department heads to analyze and address workforce challenges, improving inter-departmental coordination.
Utilize workforce management software and reporting tools to monitor and report on key performance indicators (KPIs) and provide actionable insights to senior leadership.