AVP Workforce Management, GRCTO

Key Responsibilities

1. Tactical Forecasting &Planning

• Develop and maintain short‑term and tactical forecasts for call volumes, handling times, and staffing requirements.
• Conduct variance analysis and recommend adjustments to improve forecast accuracy.
• Partner with Operations, MIS, and key stakeholders to align tactical plans with business requirements.

2. Scheduling Leadership

• Lead the end‑to‑end scheduling process for the Contact Centre (CC), ensuring optimal coverage across all channels and operating hours.
• Review and continuously enhance scheduling methodologies to improve efficiency and service levels.
• Implement schedule governance, templates, and rules to ensure consistency and fairness.

3. Real‑Time Adherence (RTA)Oversight

• Lead and review RTA monitoring processes, ensuring timely interventions to maintain adherence and productivity.
• Drive improvements in intraday management, shrinkage tracking, and IDP (Interval Daily Planning).
• Provide insights and action recommendations for Operations to address performance gaps.

4. Regulatory, Audit & ChargingReports

• Generate and validate reports required by both CC and other stakeholders from the rest of Bank.
• Ensure accuracy, completeness, and timely submission in accordance with audit requirements.

5. Budget & Financial Support

• EPM upload
• Work closely with Finance and WFM leadership on cost validation, variance explanation, and workforce plans.

6. Governance: SOP Creation &Maintenance

• Develop, review, and maintain Workforce Management SOPs, ensuring alignment with operational best practices, audit requirements, and internal controls.
• Ensure documentation is updated in line with process changes, system upgrades, and new governance requirements.

7. Continuous Improvement

• Identify opportunities to streamline WFM processes across forecasting, scheduling, and RTA.
• Support implementation of automation, AI forecasting, and other WFM technology enhancements.
• Collaborate with stakeholders to resolve operational gaps and reinforce WFM discipline.

Key Competencies

• Strong analytical ability and attention to detail
• Proficiency in WFM systems (e.g., Verint/WFO)
• Understanding of Contact Centre operations and performance metrics.
• Minimum 6 years experience.
• Excellent communication and stakeholder engagement skills
• Ability to work independently and drive continuous improvement