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Workforce Management (WFM) Manager

Job Description:

We are seeking an experienced and motivated Workforce Management (WFM) Manager to lead our WFM team at DPDzero. As the WFM Manager, you will be responsible for the overall management of the WFM team, including hiring, training, scheduling, goal setting, performance reviews, and billing. Your role will involve providing coaching and development to your team members, ensuring optimal forecasting and scheduling, and overseeing real-time management to meet service level goals.

Key Responsibilities:

  • Lead and manage the WFM team: Hire, train, and develop team members, set goals, prioritize work, and conduct performance reviews.
  • Provide coaching and development: Assess strengths and opportunities, give timely feedback, and motivate team members to optimize performance.
  • Optimize forecasting and scheduling: Ensure the scheduling function provides accurate forecasting and scheduling methods, strategies, and opportunities.
  • Real-time management: Oversee real-time oversight, taking appropriate action to meet service level goals and maximize efficiency.
  • Reporting and analytics: Oversee internal and external reporting and analytics for Member Services, providing actionable insights to stakeholders.
  • Subject matter expert: Act as a liaison for specific programs, coordinate with operations teams, and ensure consistent goal achievement.
  • Develop capacity plans: Create short- and long-term forecast/capacity plans and ensure sufficient staff availability during peak periods.
  • Identify operational opportunities: Analyze historical volume trends, handle time, and root cause to identify operational opportunities and implement action plans.
  • Contact Center Performance Reports: Review and analyze monthly, quarterly, and yearly Contact Center Performance Reports for stakeholders and distribute as required.
  • Other duties: Perform other related duties and assignments as required.

Key Skills & Knowledge:

  • Knowledge of Contact Center methodologies and operational principles.
  • 4-8+ years of experience in WFM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred.
  • Experience in managing teams.
  • Excellent interpersonal and written communication skills.
  • Strong quantitative and analytical skills – Able to analyze data and draw insights.
  • Proficient with Excel and other data analysis tools (pivot tables, SQL queries, etc.)
  • Strong working knowledge of Windows-based programs (Word, PowerPoint, Access, etc.)
  • Experience in managing Contact Center Billing.
  • High level of accuracy and attention to detail.
  • Innovative and able to influence others.
  • Familiarity with MS Office and Google tools like GSuite, Sheets & Data Studio.
  • Ability to simplify complex operations into repeatable processes.
  • Comfortable in a fast-paced environment.
  • Ability to make decisions in time-sensitive ambiguous situations.

About DPDzero

Credit penetration in India faces significant challenges, necessitating focused attention. Without proper infrastructure, extending credit to unserved and underserved populations remains elusive.

DPDzero is on a mission to enhance credit penetration by enabling lenders to concentrate on acquiring new customers, while we handle delinquency management. We are an 18-month-old startup, collaborating with over 20 lending partners . We have secured $3.25 million in seed funding from Blume Ventures, India Quotient, Better Capital, etc.

Company Description:

DPDzero is a pioneering fintech company dedicated to extending formal credit access to the next billion individuals in India. Our cutting-edge platform leverages machine learning and a digital-first approach to transform the lending industry. By prioritizing compliance, data-driven decision-making, and a culture of experimentation, we aim to maximize value for lenders while delivering an unparalleled customer experience. Join us as we revolutionize the financial landscape and empower individuals with greater financial opportunities.

Customers:

At DPDzero, we work with a diverse range of ambitious lenders, both established players and emerging disruptors, who are reshaping the credit ecosystem in India. Some of our esteemed customers include Cashe, Ring, TATA Capital, IndusInd Bank, KreditBee, and more, with new additions each month.

Our Approach:

We partner with our lenders by taking charge of their collections portfolio, allowing them to focus on customer acquisition while we ensure efficient recovery from their customers. Our technology-driven platform leverages machine learning algorithms to optimize collections strategies and drive maximum recovery rates.