Sky Command Center WFM - Principal Manager-Sky Channel-Product Manager at Kotak Mahindra Bank

Thane, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

14 Apr, 26

Salary

0.0

Posted On

14 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Forecasting, Real-Time Queue Management, Operational Efficiency, Data Analysis, Stakeholder Management, Business Writing, People Leadership, Analytical Rigor, Operational Excellence, Incident Management, Automation, SQL, Power BI, Genesys, Cisco Dialers, NICE

Industry

Banking

Description

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. 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. 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 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. 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.

Responsibilities

The role involves driving workforce planning and real-time performance governance to ensure service levels and customer experience. It also includes managing operational efficiencies through data-driven insights and collaborating with technology teams.