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WFM Manager

Bengaluru, KA
Job Code:
  • Miscellaneous
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Job Details

The Role 1. Primary responsibility - WFM and Forecasting for a large process with more than 7000 FTE 2. Prepare and manage day-to-day staing schedules to ensure optimal coverage and queue e iciency 3. Analyze volume, productivity, and patterns to optimize staing levels. 4. Model current and future sta ing levels and advise management on long-term coverage trends to help ensure that Service Levels are met 5. Track, analyze and report agent performance from internal Workforce Management tool 6. Analyze and report historical data and trends and develop forecast models 7. Completes accurate and timely scheduling reports highlighting staing concerns that would impact key metric 8. Establishes e ective relationships with clients at all levels & gains agreement and commitment through persuasion and negotiation The Person Should have a minimum of 7 years experience in a BPO/Call Center handling WFM A solid understanding of terminology and functions of workforce management Proficient in Excel, MS Word, MS PowerPoint, Google Docs and Visio Strong Mathematical, analytical, communication and organizational skills Ability to analyze numerical data and provide recommendations for improvements Experience and understanding of data and BPO dynamics, including staing, queues, and performance measurements Excellent communication skills (verbal and written) Ability to exercise tact and good interpersonal skills Time management skills Analytical skills Problem solving skills Self-motivated and a self-starter Excellent client relationship Management skills Good understanding of the Domain Good 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: 7-12


Any Process - International BPO Type | Shift Supervision | Technical Process | Technical/Process Training
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