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Manager - WFM

Bengaluru, KA
Job Code:
  • Miscellaneous
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Job Details

Primary responsibility - WFM and Forecasting for a large process with more than 7000 FTEPrepare and manage day-to-day staffing schedules to ensure optimal coverage and queue efficiencyAnalyze volume, productivity, and patterns to optimize staffing levels.Model current and future staffing levels and advise management on long-term coverage trends to help ensure that Service Levels are metTrack, analyze and report agent performance from internal Workforce Management toolAnalyze and report historical data and trends and develop forecast modelsCompletes accurate and timely scheduling reports highlighting staffing concerns that would impact key metricEstablishes effective relationships with clients at all levels & gains agreement and commitment through persuasion and negotiationThe PersonShould have a minimum of 7 years experience in a BPO/Call Center handling WFMA solid understanding of terminology and functions of workforce managementProficient in Excel, MS Word, MS PowerPoint, Google Docs and VisioStrong Mathematical, analytical, communication and organizational skills Ability to analyze numerical data and provide recommendations for improvementsExperience and understanding of data and BPO dynamics, including staffing, queues, and performance measurementsExcellent communication skills (verbal and written)Ability to exercise tact and good interpersonal skills Time management skillsAnalytical skills Problem solving skillsSelf-motivated and a self-starterExcellent client relationship Management skillsGood understanding of the DomainGood at documentation
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 7-10


Shift Supervision | Technical Process
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