WebMD
Website:
webmd.com
Job details:
Position: Associate Director – WFM & Ops Planning
About the Company:
Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands' powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Temasek.
WebMD Health Corp., an Internet Brands Company, is the leading provider of health information services, serving patients, physicians, health care professionals, employers, and health plans through our public and private online portals, mobile platforms, and health-focused publications. The WebMD Health Network includes WebMD Health, Medscape, Jobson Healthcare Information, prIME Oncology, MediQuality, Frontline, QxMD, Vitals Consumer Services, MedicineNet, eMedicineHealth, RxList, OnHealth, Medscape Education, and other owned WebMD sites. WebMD®, Medscape®, CME Circle®, Medpulse®, eMedicine®, MedicineNet®, theheart.org®, and RxList® are among the trademarks of WebMD Health Corp. or its subsidiaries.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
For Company details, visit our website: www.webmd.com / www.internetbrands.com
Education: Any Graduate
Work Timings: 6:30Pm to 3:30AM IST
Position Requirements:
- 8+ years in contact center WFM with 3+ years leading WFM / Real-Time Analyst (RTA) teams, ideally in lead-generation, BPO, or high-volume outbound/blended environments.
- Deep hands-on expertise with WFM platforms (e.g., NICE IEX, Verint, Calabrio, Assembled, or equivalent) and at least one major contact center telephony platform (e.g., NICE CXone, Genesys, Five9, or Talkdesk); breadth across multiple platforms is valued and brings fresh optimization ideas.
- Advanced forecasting / capacity modeling; strong Microsoft Excel (advanced formulas, modeling) and SQL; Power BI dashboarding.
- Proven command of WFM math: Erlang C (the staffing/queueing model), shrinkage, occupancy, adherence, and cost-to-serve.
- Track record improving forecast accuracy and reducing staffing cost without SLA degradation.
Roles & Responsibilities:
Forecasting & Demand Planning
- Multi-horizon forecasting Build long-range (annual/quarterly), tactical (weekly), and intraday (15- / 30-minute interval) forecasts for inbound contacts, outbound dial capacity, warm-transfer demand, and form-to-call conversion volume.
- Driver-based models Correlate lead volume by Area of Practice (AOP) / industry, campaign spend, lead-flow acceptance rates, and seasonality into contact and Average Handle Time (AHT) forecasts; quantify forecast accuracy using Mean Absolute Percentage Error (MAPE) and Weighted Absolute Percentage Error (WAPE), and drive continuous reduction.
- Scenario planning Model launch ramps, campaign surges, list / lead-flow changes, and BPO add/cut scenarios with cost and SLA impact.
Capacity Planning & Hiring Demand
- Convert forecasts into Full-Time Equivalent (FTE) requirements using shrinkage, occupancy, and skill-mix assumptions; publish hiring and BPO seat-allocation plans to Operations, Recruiting, and Finance.
- Maintain a rolling capacity plan that ties headcount to budget, attrition, and productivity targets.
Scheduling & Skilling
- Own shift design, schedule generation, time-off / Paid Time Off (PTO), overtime, and Voluntary Time Off (VTO) governance across skills and queues.
- Optimize skill groups, routing profiles, and agent skilling in the contact center platform (e.g., Five9) to match interval demand and protect priority campaigns/clients.
Real-Time Management & Intraday
- Direct the Real-Time Analyst (RTA) function: monitor schedule adherence, occupancy, service level, and queue health in real time; trigger intraday re-skilling, schedule swaps, and escalations.
- Run intraday performance-versus-plan reviews and same-day corrective actions to protect SLA and abandonment thresholds.
Reporting, Systems & Cross-Functional
- Own WFM reporting in Microsoft Power BI (Business Intelligence) and Structured Query Language (SQL): adherence, occupancy, shrinkage, forecast accuracy, schedule efficiency, and cost-per-contact dashboards.
- Administer the WFM platform and its telephony/ACD integration (intervals, RTA feeds, exports); drive automation of manual reporting.
- Partner with Dialer / Campaign Strategy, BPO Performance, Telephony, and Finance on capacity, pacing, and SLA trade-offs.
- Govern WFM SLAs / Key Performance Indicators (KPIs) and lead WFM cadences — Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) — with executive stakeholders.
KPIs & Success Metrics
- Forecast accuracy (MAPE / WAPE) within target tolerance at weekly and interval level
- Schedule adherence and occupancy at or above target; shrinkage within plan
- Service level / Average Speed of Answer (ASA) / abandon rate within SLA across queues and BPO partners
- Cost-per-contact and overtime reduction; staffing accuracy (over / understaff %) minimized
- Protected conversion and warm-transfer SLAs during surge and ramp events
Click on Apply to know more.
