Senior Work Force Management Executive

2 weeks ago


Lucknow, India Startek (Aegis Customer Support Services Pvt. Ltd.) Full time

Roles and Responsibilities

  • Manage day-to-day operations of the team, ensuring efficient scheduling and planning of resources.
  • Develop and maintain accurate forecasts to ensure effective capacity planning and resource allocation.
  • Collaborate with stakeholders to identify areas for improvement and implement process enhancements.
  • Analyze data to optimize staffing levels, reduce costs, and improve customer satisfaction.
  • Provide exceptional customer service by responding promptly to queries from customers.

Desired Candidate Profile

  • 0-3 years of experience in WFM Planning & Scheduling or related field (BPO/Call Centre).
  • Strong understanding of Capacity Planning, RTA (Real-Time Analysis), and Scheduling principles.
  • Proficiency in using WFM tools such as Workforce Management Systems (WMS) software.


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