Sr. Associate - Customer Care - Voice 5B

Sr. Associate - Customer Care - Voice
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Job Description
Workforce Management (WFM)Sr. Associate– Customer Care (Payroll & Payments)
Overview:
The WFM Sr. Associate is responsible for end-to-end workforce planning, real-time operations management, and reporting (MIS) for Payroll and Payments customer support. This role ensures optimal staffing, efficient queue management, and consistent service level performance across voice operations. The WFM works closely with Operations, Training, and Business stakeholders to enable data-driven decision-making and seamless customer experience delivery.
Responsibilities:
Workforce Planning & Forecasting
Develop short-term and long-term forecasting models based on volume trends, seasonality, and business inputs.
Create capacity plans aligned to demand, shrinkage, and business requirements.
Partner with Operations to ensure optimal staffing and hiring plans.
Continuously refine forecasting accuracy through trend analysis and historical data.
Scheduling & Capacity Management
Design and manage schedules to ensure optimal coverage across shifts and queues.
Account for shrinkage, leaves, and planned activities while building schedules.
Ensure efficient resource allocation across Payroll and Payments support lines.
Optimize scheduling to balance service levels, cost, and agent experience.
Real-Time Management (RTA)
Monitor real-time queue performance, call volumes, and agent adherence.
Take intra-day actions (re-skilling, reallocation, overtime, shift adjustments) to manage service levels.
Identify and mitigate risks such as volume spikes, absenteeism, or system issues.
Work closely with Operations to ensure immediate corrective actions.
Queue & Service Level Management
Manage queue health across Payroll and Payments workflows (inbound, callbacks, escalations).
Ensure efficient call routing, workload balancing, and backlog management.
Monitor service levels and response times, and drive corrective actions where required.
Provide insights into queue trends, peak volumes, and customer demand patterns.
MIS, Reporting & Analytics
Own and deliver daily, weekly, and monthly MIS reports for operations leadership.
Track and report key performance metrics across customer experience, operations, and workforce.
Develop dashboards and visualizations for performance tracking and decision support.
Provide actionable insights through data analysis and trend identification.
Ensure data accuracy, consistency, and timeliness across all reports.
Stakeholder Collaboration
Partner with Operations, Training, Quality, and Business teams to align workforce strategies.
Support leadership with data-backed recommendations for performance improvement.
Communicate effectively on workforce risks, opportunities, and performance trends.
Process Improvement & Automation
Identify opportunities to improve WFM processes, reporting efficiency, and automation.
Drive continuous improvement initiatives in forecasting, scheduling, and real-time management.
Leverage tools and technology to enhance workforce optimization and reporting accuracy.
Key Performance Indicators (KPIs) – WFM / MIS / RTA
Forecasting & Planning
Forecast Accuracy (Short-term & Long-term)
Capacity Plan Accuracy
Staffing Model Effectiveness
Scheduling & Adherence
Schedule Efficiency
Schedule Adherence
Coverage vs Demand (Staffing Variance)
Real-Time Operations (RTA)