Workforce Manager

5 days ago


Pune, Maharashtra, India IGT Solutions Full time

Role: WFM Manager

Location: Pune

Mode: Work from Office

Job Responsibilities (Manager WFM) -

  • Responsible to manage capacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting
  • To coordinate with operations and various departments on a regular basis
  • Daily Monitor all required KPIs effectively to ensure they meet their targets
  • Manage ad-hoc requirements from Ops & any other functions
  • Discuss daily / weekly performance with stakeholders
  • Should be able to handle & achieve the departmental requirements
  • Experience in any WFM tools IEX, Avaya, Variant, Blue Pumpkin
  • Maintain data integrity
  • Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management, Reporting
  • Capacity planning, Forecasting and Scheduling & Accurate and Timely reporting
  • Accurate and Timely reporting

Required Candidate profile

  • Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting
  • Good communication skills (Role requires interaction with Sr. Leadership and customers)
  • Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
  • Knowledge of IEX preferable
  • Should have exposure to standard WFM tools
  • Should be sound in his knowledge of IEX
  • Should be able to think on the feet to make decisions related to steps which would impact business
  • Candidate should be ready to work in a 24*7 and rotational shift environment
  • Excellent communication.
  • Designated as Manager (or) equal to it
  • Should be from a BPO Background WFM vertical

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.



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