Assistant Manager - Workforce Management

Assistant Manager WFM

About CleanHarbors:

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $5.2 billion company. Clean Harbors was founded in 1980 near Bostonby Mr. Alan S. McKim, who today remains the company’s Chairman and CEO.

Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. Clean Harbors employs a dedicated workforce of 18,000 employees and has over 450 service locations across the U.S., Canada and Mexico. Beyondaddressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avianfluoutbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.
Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. 

The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions andproduction support across platforms. Our shared services teams work seamlessly withtheir global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

Our Vision
To be recognized as the premier provider of environmental and industrial services

Job Title: Assistant Manager WFM

Work Location: Bangalore/Pune

Previous experience: 3+ years

Work Timings: Rotational Shifts (Can change based on business need, must work from office with global working windows.)

Job Overview: Interpret, analyze, read, and make recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience. Serve as a primary point of contact for workforce management policies and lead the workforce analyst team. Also ensure service-level targets are being met and maintain the proper headcount while calculating call capacity.

Qualifications:

•Proven experience in effective people and team management
•Experience in Contact Center
•Previous experience in a Workforce Management Lead Role
•Experience with managing workforce team productivity and performance
•Experience with Calabrio and Webex Contact Center a plus
•Experience with managing user licensing and call center platforms as well as training users
•Previous experience with call routing configuration a plus
•Strong knowledge of Excel, PowerPoint, SQL
•Knowledge of Erlang C
•Demonstrated knowledge and understanding of call center Key Performance Metrics
•Experienced in implementing new products/tools and creating training materials/aids as needed
•Adapts quickly to change and aligns with company goals, ability to multitask is a must
•Solid work ethic, excellent time management, integrity, and positive attitude
•Knowledge of computer operating systems and MS Office software
•Meticulous attention to detail, decision-making, problem solving skills
•Strong written and verbal communication skills
•Good Team player, excellent collaboration skills
•Timely support to the onsite office team’s questions
•Can communicate efficiently amongst all levels of the organization and ability to maintain confidentiality

Experience Level

Mid Level