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Group Manager

3 months ago

Nashik, Maharashtra, India WNS Global Services Full time
Job Description

1. 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 Proactively

3.Develop gap plans to address deviation between budget vs actuals in Revenue per FTE SU Capacity and Contractual Service Levels

4. 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 Requirement

7.Must have good time management and ability to work with minimal supervision and under tight timelines

8. Capable of leading multiple, simultaneous projects Organized with the ability to quickly and effectively adapt to change

9.A people manager and mature leader with knack for creating strong bonding with the team

10. Strong problem solving skill and attention to detail

11. Excellent communication skills Creative and should display effective thought leadership in interactions with various stakeholders

12. 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

Qualifications

Graduate

Additional Information