Manager -WFM || Pune

4 weeks ago

Pune, India IGT Solutions Full time

Job Description

Key Deliverables:

- Lead capacity planning, scheduling, forecasting, and real-time management for BPO operations
- Deliver timely and accurate WFM and MIS reports with actionable insights
- Drive KPI performance, manage outages, and optimize workforce efficiency
- Liaise with operations, stakeholders, and clients for performance updates and requirements

Role Responsibilities:

- Monitor KPIs, shrinkage, SL, AHT, and RTA metrics daily
- Manage internal/external client requirements and ensure data accuracy
- Utilize WFM tools like IEX and Excel for dashboard/report automation
- Support 24/7 operations with proactive solutions and shift flexibility

Key Deliverables:

- Lead capacity planning, scheduling, forecasting, and real-time management for BPO operations
- Deliver timely and accurate WFM and MIS reports with actionable insights
- Drive KPI performance, manage outages, and optimize workforce efficiency
- Liaise with operations, stakeholders, and clients for performance updates and requirements

Role Responsibilities:

- Monitor KPIs, shrinkage, SL, AHT, and RTA metrics daily
- Manage internal/external client requirements and ensure data accuracy
- Utilize WFM tools like IEX and Excel for dashboard/report automation
- Support 24/7 operations with proactive solutions and shift flexibility

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