Workforce Management Forecasting Specialist
1 week ago
Job Description What the Candidate Will Need - Meetings with Internal Stakeholders: - Attend and participate in performance management discussions - Participate and support FTE governance process - Contribute to weekly business reviews - Meetings with External Stakeholders: - Engage in discussions with BPO partners pertaining to capacity management - Participate in performance management discussions with external stakeholders Program Management: - Manage new LOB launches and footprint changes - Provide support for data required for Jira disputes - Participate in and contribute to projects that improve business efficiency, such as cost savings and operational efficiency improvements in WFM processes Data Management: - Prepare WFM QBR data - Ensure WFM data sources and internal reports are up to date - Gather and organize insights from reviews for weekly capacity calls with BPO partners - Ensure WFM data sources are up to date across SL, AHT, TPH reports, capacity planning, S&D, and other internal/ad-hoc reports and project files SLA Management: - Review historical core metrics from a WFM perspective on a weekly basis (Trips, Contact Rate, Inflows, AHT, Occupancy, Shrinkage, Costs, etc.) - Review projected capacity in BPOs and ensure alignment with provided forecasts - Gather insights from GCC for performance analysis and share with RCO as needed - Present observations on efficiency metric degradation, productivity gaps, heatmap issues, seasonality trends, etc. - Provide clear insights and recommend actions to address any issues and improve efficiency metrics Basic Qualifications - Experience in BPO Workforce Management - Advanced Capacity Planning Skills - BPO realtime management experience - Excellent communication and interpersonal skills to collaborate effectively with internal and external stakeholders - Strong stakeholder management skills - Strong analytical and problem-solving skills with a keen attention to detail. - Ability to derive insights from data and recommend action - Ability to work independently and prioritise tasks effectively - Should be well versed with use of generative AI tools like Gemini, chatGPT etc. - Willing to work in shifts Preferred Qualifications - In depth knowledge in Forecasting and Capacity Planning, Erlang, Occupancy, Service Level and ASA - Worked in a captive unit to manage outsourced BPO vendor partners - Working knowledge in Google Sheets/Excel/SQL/Tableau and Looker Studio - Experience in NICE IEX WFM tool
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Hyderabad, India Uber Full timeJob Description About The Role - At Uber, providing amazing customer support that establishes trust for riders, earner partners, eaters, and delivery partners-our community-is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service executed in the smartest, most efficient way. - As a key...
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Workforce Management Junior Specialist
2 weeks ago
Hyderabad, India Wise Full timeThis job is with Wise, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.Wise is a global technology company, building the best way to move and manage the world’s money.Min fees. Max ease. Full speed. Whether people and businesses are sending money...
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Workforce Management Senior Specialist
2 weeks ago
Hyderabad, India Wise Full timeThis job is with Wise, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.Wise is a global technology company, building the best way to move and manage the world’s money.Min fees. Max ease. Full speed. Whether people and businesses are sending money...
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Workforce Management Lead
1 week ago
Hyderabad, Telangana, India t3 Strategic Partners Full time ₹ 15,00,000 - ₹ 25,00,000 per yearWorkforce Management (WFM) Lead ( NIGHT SHIFT)PERSON HAVE TO WORK IN NIGHT SHIFTAbout the RoleWe are seeking a detail-oriented and strategicWorkforce Management (WFM) Leadto oversee workforce planning, forecasting, scheduling, and performance analysis. This role is critical in ensuring optimal staffing levels, efficient resource allocation, and data-driven...
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Workforce Management Analyst
1 week ago
Hyderabad, Telangana, India 3ghrservices Full time ₹ 3,00,000 - ₹ 5,00,000 per yearGreetings from 3GHR ServicesWe are Hiring for "Workforce Management Analyst"Role: Workforce Management Analyst - (BPO/KPO)Experience: 1+ YrsQualification: GraduationSalary: Upto 5.0 LPALocation: Uppal, Hyderabad5 Days Working, Night Shifts2 Way Cab ProvidedJob SummaryThe Workforce Management (WFM) Analyst – Inbound Operations is responsible for ensuring...
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Senior Workforce Manager
3 days ago
Hyderabad, Telangana, India IntouchCX Full time ₹ 15,00,000 - ₹ 25,00,000 per yearAbout IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...
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Workforce Management Senior Specialist
3 days ago
Hyderabad, Telangana, India Wise Full time ₹ 5,00,000 - ₹ 10,00,000 per yearCompany DescriptionWise is a global technology company, building the best way to move and manage the world's money.Min fees. Max ease. Full speed.Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.As part of...
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Workforce Management
1 week ago
Bengaluru, Hyderabad, Pune, India White Horse Manpower Consultancy Full time ₹ 9,00,000 - ₹ 12,00,000 per yearDevelop, implement, and maintain capacity planning and forecasting models.Analyze historical data and trends to predict future workforce requirements.Work with stakeholders to optimize staffing, scheduling, and workload distribution. Required Candidate profileUtilize WFM systems tools to generate reports and ensure alignment with business goalsEnsure...
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Hyderabad, Telangana, India Interscripts Software Full time ₹ 5,00,000 - ₹ 15,00,000 per yearJob Description: ERP & Workforce Management Application SpecialistCompany: InterScripts Software Pvt Ltd.Location: [Hyderabad, Telangana]Reports to: IT Applications Manager / Director of Information TechnologyJob SummaryThe ERP & Workforce Management Application Specialist is a key technical role responsible for the administration, configuration,...
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Senior Manager
2 hours ago
Hyderabad, India Deliveroo Full timeJob Description Senior Manager : Global Workforce Management The Role The central Marketplace Support management team is expanding rapidly and the Global Workforce Management & Planning team needs to mirror this growth in order to provide outstanding support to our Customer Care, Partner Operations and Rider Operations teams. We currently cover nine markets...
