Manager-Workforce Management II Gurugram

20 hours ago

Gurugram, India Genpact Full time

We are inviting applications for the role of Manager, Work Force Management (WFM)

Location-Gurugram

Responsibilities


•       Will act as a liaison between the GCC and Site WFM teams.


•       Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis


•       Administration of communication to and from Operations and other support departments


•       Collection and analysis and reporting of historical center/agent performance statistics


•       Manage 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 resources


•       Oversee short-term workload forecasting and scheduling philosophy of schedule assignments


•       Oversee 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 requirements


•       Problem Solving: Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics


•       Manage WFM personnel on site and remote.


•       Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.

Qualifications we seek in you

Minimum qualifications


•       Any Graduate (PG added advantage)


•       Advanced knowledge of MS products, particularly Excel


•       Analytical Able to analyze data and draw insights


•       Knowledge of Contact Centre methodologies and operational principles


•       Excellent communication skills


•       High level of accuracy and attention to detail

Preferred qualifications


•       Innovative and able to influence others


•       Contact Centre Workforce Management experience


•       Contact Centre tools: IEX, Avaya, Erlang, etc.

  • Operations Manager

    19 hours ago

    Gurugram, India Kijiji Gurugram Full time

    Company Description Kijiji Gurugram offers an Indo-African fusion dining experience with a rooftop ambiance that reflects the soul of the city. Known for its farm-to-glass mixology and affordable luxury. Join us to be a part of this exquisite dining journey. Role Description This is a full-time, on-site role for an Operations Manager located in Gurugram. The...

  • Hiring Carbon and ESG Manager, Gurugram

    19 hours ago

    Gurugram, India Everenviro Resource Management Full time

    Hi, EverEnviro is looking for Manager - Carbon and ESG for its Gurugram location. Please find the job description below: Carbon Business Support the management in developing a strategy and planning with specific actions pertaining to identified carbon projects for registration and credit generation. Responsible for operational matters related to the...

  • Executive workforce management

    19 hours ago

    Gurugram, India Wipro Full time

    Role PurposeExecutive workforce management Do Staffing: Developing a staffing plan that considers skill sets, replacement and recruiting timing, training, and cross training Scheduling: Managing rosters and data in real time, and scheduling non-contact activities like training, meetings, and time off Reporting: Producing high-quality workforce data and...

  • Account Executive

    2 days ago

    Gurugram, Haryana, India RA Power Solutions Pvt. Ltd. Full time

    Strong knowledge of accounting principles, financial reporting, and auditing. - Handling day-to-day accounts independently. - Ability to work independently and manage multiple tasks. - Ensure accurate processing of financial transactions and invoices. Salary as per the experience. **Request: Please share the Bio-Datas.** **RA Power Solutions Pvt....

  • Call Center Operations Manager

    20 hours ago

    Gurugram, India Frankfinn Aviation Services Pvt. Limited Full time

    Company Description Incorporated in 1993, Frankfinn Aviation Services Pvt. Limited has pioneered Soft Skills training in India across industries such as Aviation, Hospitality, Travel, and Customer Service, transforming countless careers. Frankfinn is an approved training partner of NSDC & THSC, and has a unique tie-up with Air India for its 'In-Flight...

  • Contingent Workforce Program Manager

    1 week ago

    Bengaluru, Chennai, Gurugram, India Mastek Full time US$ 1,04,000 - US$ 1,30,878 per year

    We have an immediate open position. We are seeking a Contingent Workforce Program Manager. Sharing below job details, please apply if you are interested.Contingent Workforce Program Manager5+ years of experience.Job Location Any Mastek Location.Need Immediate Joiner.Outline of the Role:We are seeking a highly organized and proactive Contingent Workforce...

  • Senior Workforce Manager

    2 weeks ago

    Navi Mumbai, Gurgaon / Gurugram, Indore, India beBeeOperations Full time ₹ 8,00,000 - ₹ 12,00,000

    Job OverviewThis is a leadership role that involves strategic planning, talent management and service delivery.Accountability for workforce capacity planning, resource allocation and team performance measurement.Manage the accuracy of client billing processes and ensure adherence to company policies and procedures.Identify opportunities to improve campaign...

  • Tender Manager- Defence

    19 hours ago

    Gurugram, India AITMC Ventures Full time

    Company Description AITMC Ventures Ltd. was founded with the vision to bridge the gap between the demand and supply of an employable skilled workforce. We achieve this by providing various services in the education industry to equip individuals with the necessary skills to meet industry requirements. Our initiatives focus on innovative and effective training...

  • Senior Workforce Management Specialist

    2 weeks ago

    Indore, Navi Mumbai, Gurgaon / Gurugram, India beBeeWfm Full time US$ 90,000 - US$ 1,20,000

    **Job Title:** WFM RTM ManagerWorkforce Management Team LeadThis role requires you to oversee and manage the entire Real-Time Management team, including Supervisors and agents.A minimum of 8 years of experience in Workforce Management is required for this position.The ideal candidate will be able to demonstrate a clear understanding of key concepts related...

  • Workforce Management Analyst

    4 days ago

    Gurugram, Noida, India Wipro Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Description:Candidate has minimum of 1 year experience, preferable in Workforce Management (WFM) or Resource Management (RM).The primary responsibility is to manage the RM tools and reporting.Candidate needs to act as primary liaison to the recruiting group on behalf of Resource Management.Perform Ad-hoc reporting request.Act as a change agent to...