Principal Manager - Workforce Management and Command Center Operations

Sky Command Center WFM - Principal Manager-Sky Channel-Product Manager

• Role Purpose

• Drive end-to-end workforce planning (inbound/outbound), real-time performance governance (RTQM), and operational control through the Command Center to ensure superior service levels, optimized capacity utilization, and consistent customer/partner experience for the Sky program. The role anchors operational efficiencies through data-driven insights, designs and executes a scalable Rewards & Recognition (R&R) framework, and partners with Technology to translate business needs into robust system capabilities.

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• Key Responsibilities

• 1) Workforce Management – Inbound & Outbound Forecasting

• Build monthly, and quarterly volume, AHT, shrinkage, and capacity forecasts for inbound and outbound lines of business.
• Own staffing plans, schedule optimization, and intraday resourcing (breaks, overtime, cross-skilling, leave planning) to hit SL/ASA/ATT targets.
• Maintain forecast accuracy and variance bridges; drive continuous improvement in forecasting models and drivers (campaigns, seasonality, digital deflection, attrition).

• 2) RTQM & Service Level Governance

• Managing a team for Real-Time Queue Management (RTQM) across all queues—monitor SL/ASA/Abandonment, adherence, occupancy, and take rapid corrective actions.
• Publish hourly/daily command center dashboards; trigger playbooks for spikes, outages, or underperformance.
• Calibrate SL targets with business (e.g., 80/30 ) and enforce adherence & shrinkage discipline with Ops leaders.

• 3) Command Center – Operational Efficiency

• Operate a 24x7 Command Center cadence (as applicable): incident management, load balancing, call routing strategies, and recovery plans.
• Identify and execute efficiency levers—AHT reduction, self-serve deflection, back-office conversion, cross-utilization, staffing mix, and automation.
• Own MOM/Quarterly Business Reviews for Sky—KPIs, insights, RCA, and action plans.

• 4) Rewards & Recognition (R&R) – Sky

• Design and implement a transparent, data-backed R&R framework for Sky (monthly & quarterly).
• Define scorecards (SL, Quality, Adherence, CSAT/NPS, First Contact Resolution, Process Compliance), weightages, tie-breakers, and audit controls.
• Run governance for eligibility, fairness, communication, and budget adherence; drive recognition communications with HR/Comms.

• 5) Business Requirements to Tech

• Translate business/ops needs into clear BRDs/FRDs—routing logic, WFM configurations, RTQM alerting, dashboards, and report automation.
• Partner with Tech on solution design, UAT, go-live, and change management; maintain a prioritized product backlog for Sky operations tooling.
• Ensure data integrity, single source of truth definitions, and secure access controls.
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• Core KPIs / Success Metrics

• Forecast Accuracy: Volume ±5–8%; AHT ±5%
• Service Level & ASA: ≥ Target by queue
• Abandonment Rate: ≤ Target
• Adherence: ≥ 92–95% (role/LOB dependent)
• Occupancy: 80–85% (balanced with quality)
• Productivity Uplift: AHT, wrap, and shrinkage improvements vs. baseline
• R&R Participation & Impact: Coverage, fairness (audit pass), uplift in SL/Quality/CSAT
• Automation/Tech Uplift: # of releases delivered, report TAT reduced, manual effort saved
• Incident Recovery: MTTR reduction, adherence to runbooks
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• Qualifications & Experience

• Education: Graduate; MBA/PG preferred.
• Experience: 5–10 years in WFM/Command Center/RTQM in BFSI/Telecom/E‑commerce shared services (at least 2–3 years in forecasting & real-time control).
• Tools: Genesys/Cisco dialers; NICE/IEX/WFM suites; RTQM consoles; Power BI; Excel (advanced), SQL basics preferred.
• Domain Advantage: Banking contact center operations, outbound sales/service, and service quality.
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• Skills & Competencies

• Analytical Rigor: forecasting, variance analysis, sensitivity modeling.
• Real-Time Decisioning: queue rerouting, staffing redeployments, outage handling.
• Operational Excellence: playbooks, SOPs, root cause analysis, continuous improvement.
• Stakeholder Management: partner with Ops, HR, Finance, Tech, and Compliance.
• Business Writing: BRDs/FRDs, dashboards, and executive-ready narratives.
• People Leadership (for Lead/Manager): coach analysts, build schedule teams, manage rosters & shifts.

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Experience Level

Senior Level