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Senior Manager - Workforce Management

Bengaluru, KA
Job Code:
  • Miscellaneous
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Job Details

Job description Key Areas Of Responsibilities (KRAs)/ Desired Skill Sets Candidate should good no of experience working in International BPOs in Workforce Management. Hands on experience and proficiency in WFM tool Aspect 7.X is a must. IEX & Verint Impact 360 Knowledge will be a plus. Sound understanding of FTE and headcount computations and hands on experience in providing WFM solutions for RFPs and RFIs. Strong in WFM Productivity Metrics, Contact centre Operational dashboards, Capacity Planning. Hands on experience in Forecasting, Scheduling, Reporting & Real Time Management. Sound understanding of FTE and headcount computations. Experience in working with North American clients is a must Should possess excellent written & verbal communication skills Should be good in Ms Oice, Access Should possess strong leadership skills - a team player & motivator Proven ability to communicate ideas and concepts clearly and concisely, while also being open to receiving feedback and direction as required Strong time management, communication and interpersonal skills Proven ability to work collaboratively on a multidisciplinary team Should be detail-oriented, able to work well under pressure and adhere to tight deadlines Must have the maturity and presence necessary to interact with Senior Management Strong Analytical skills and a penchant for Innovation Desired qualifications Graduates / Post-graduates Desired Profile Minimum 6 - 15 years of experience working in International BPOs in Workforce Management Must have 3 - 8 years of experience in Team Management
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: 8-13


Any Process - Both BPO Type | Any Process - International BPO Type | Shift Supervision | Technical Process
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