AddressRepayments is a liability collection team of 150+ HC and growing outbound process heavy on digital communication workflows and predictive dialing. You will be responsible for Planning and executing HC, Systems uptime, BCP, Connect % and Utilization.
What you'll do?
- Manage the complete allocation of tasks on Dialer responsible for connect% and utilization
- Develop the forecasting mechanism and generate the LTF and STF plans
- Increase the forecast accuracy as well as capacity accuracy using MAPE
- Manage the service levels at an interval level rolling up to day, week and month
- Creation of the ramp-up and ramp-down plan for the Repayments and manpower based on the framework
- Scope out and create the reports for the output metrics i.e. occupancy, efficiency
- Work on improvement of the input metrics using the insights and analysis and project manage the improvement in efficiency
- Lead the team of RTAs and provide the leading and development to the team
- Data integration, creation of the new metrics and dashboards to share the insights and impact
- Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism
- Creating a Business Continuity Plan (BCP)
- Manage the volume allocation for internal and external teams as per the capacity planning
- Lead the partner performance management on the productivity as well as quality metrics, conduct regular reviews and escalate the teething issues
What you'll bring?
- Minimum 6 years of experience in WFM and minimum 2 years at Lead/Manager level in CS/BPO/Contact centers
- Adept with data, strong analytical skills, ability to prove hypothesis using metrics
- Ability to work with multiple cross functional teams - product, support, Vendors etc. in building scalable systems & processes
- Structured thinking plus problem solving is a must have: should be able to identify the underlying issues and program manage the solutions
- Should have worked on the forecasting and scheduling tools and should create the manual automation using MS excel/data
- Proficiency on MS excel, DLT and access
- Knowledge on SQL & Python
