Group Manager

1 week ago


Nashik, Maharashtra, India WNS Global Services Full time
Job Description1. Group Manager - WFM Leads the Workforce Management team for Shipping and Logistics Business Unit Forecasting Capacity Planning, Scheduling, Reporting and RFP Solutions

Use trends and reports to forecast requirements.

Participate in long range planning and the formulation of goal.2.Assist with projects and other duties as requested or assigned 'Work with multiple stakeholders across the organization to support BU and Organization level initiatives Design and develop optimal simulations wrt forecasting scheduling and staffing to address impact on service delivery and costs Proactively3.Develop gap plans to address deviation between budget vs actuals in Revenue per FTE SU Capacity and Contractual Service Levels4.

Build coach and support direct and indirect reports with their Individual Development Plans.5.

Engage with Operations teams to discuss long and short term forecasts impact of procedural and process changes and other staffing and operational effectiveness issues 6.Profile10 years of work experience and currently working as Manager WFM in a Global MNC Contact Centre BPO Skill Set Requirement7.Must have good time management and ability to work with minimal supervision and under tight timelines8.

Capable of leading multiple, simultaneous projects Organized with the ability to quickly and effectively adapt to change9.A people manager and mature leader with knack for creating strong bonding with the team10.

Strong problem solving skill and attention to detail11. Excellent communication skills Creative and should display effective thought leadership in interactions with various stakeholders12. Experience working on WFM tools like NICE Verint Aspect and other leading WFO Understanding of various statistical models and new gen technology used in Call center forecasting and scheduling solutions Strong ownership and can do attitude dealing with ambiguity

QualificationsGraduate

Additional Information
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