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WFM Manager

Gurugram, HR
Job Code:
  • Miscellaneous
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Job Details

The WFM Manager will act as a liaison between the Centralized and Site WFM teams. The WFM Manager is responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site team.Manage WFM personnelAdministration of setup and utilization of Community WFM software and ACD reporting Administration of communication to and from Operations and other support departmentsCollection and analysis and reporting of historical center performance statistics Collection and analysis and reporting of historical agent performance statisticsManage long-term forecast / staff plan and lead monthly staff plan / budget meeting Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resourcesWork with training and operations to coordinate multi-skill training for existing agents Oversee communication to new hires on schedule processOversee short-term workload forecasting Oversee scheduling philosophy of schedule assignmentsOversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirementsResponsible for maximizing efficiency and occupancy while meeting service objectives Oversee analysis and reporting of employee performance including schedule adherenceRecognizes and recommends operational and support improvements Perform other duties and assignments as directed.Essential Skills / Expertise required-Knowledge of Contact Centre methodologies and operational principlesAdvanced knowledge of MS products, particularly Excel Excellent communication skillsAnalytical Able to analyze data and draw insights High level of accuracy and attention to detailInnovative and able to influence others Contact Centre Workforce Management experienceExtensive experience with WFM softwareAbility to simplify complex operations into repeatable processes Comfortable in fast-paced environmentAbility to make decision in time sensitive ambiguous situations.
Degree: MBA/ PGDM

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: 6-9


Consulting | Performance Mgmt | Recruitment | Training & Development
Applying for this job will take you to an external site


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