Job Description
Program Manager About the Role:
Summary:
Oversee a network of ~3,000 agents across multiple outsourcing partners, ensuring strict operational accountability and financial efficiency.
+ WFMaaS Specific:
+ Validate daily staffing vs. committed projections from each vendor
+ Monitor daily schedule adherence, shrinkage, or interval compliance (depending on model)
+ Intraday staffing adjustments: Authorize, deny, or ask vendors for OT or VTO
+ AHT / Productivity: drill down on daily / weekly / monthly outliers
+ Interval Management: Apply threshold actions if consecutive intervals missed
+ Queue balancing: in shared networks, re-route volume as applicable per the thresholds
+ Lead daily 15 minute huddles with all vendorsto review the day before and today's game plan
+ Corrective plans: issue formal warnings for missed metrics
+ Act as a point of contact if vendor claims sy...
Summary:
Oversee a network of ~3,000 agents across multiple outsourcing partners, ensuring strict operational accountability and financial efficiency.
+ WFMaaS Specific:
+ Validate daily staffing vs. committed projections from each vendor
+ Monitor daily schedule adherence, shrinkage, or interval compliance (depending on model)
+ Intraday staffing adjustments: Authorize, deny, or ask vendors for OT or VTO
+ AHT / Productivity: drill down on daily / weekly / monthly outliers
+ Interval Management: Apply threshold actions if consecutive intervals missed
+ Queue balancing: in shared networks, re-route volume as applicable per the thresholds
+ Lead daily 15 minute huddles with all vendorsto review the day before and today's game plan
+ Corrective plans: issue formal warnings for missed metrics
+ Act as a point of contact if vendor claims sy...
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