Manager WFM

1 week ago

gurugram, India IGT Solutions Full time

Job Responsibilities (Manager WFM) -


Responsible to manage capacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting

To co ordinate with operations and various departments on a regular basis

Daily Monitor all required KPIs effectively to ensure they meet their targets

Effectively manage outage scenarios

Manage ad-hoc requirements from Ops & any other functions

Discuss daily / weekly performance with stakeholders

Outlier management for all efficiency parameters

Analysis Strong Analytical skills

Should be able to handle & achieve the departmental requirements

Experience in any WFM tools IEX, Avaya, Variant, Blue Pumpkin

Maintain data integrity

Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management, Reporting

Capacity planning, Forecasting and Scheduling & Accurate and Timely reporting

Accurate and Timely reporting

Client Management Internal and External

Ability to work on data and generate various types dashboards, reports/ad-hoc reports

Meeting client requirements within TAT and with accuracy

Ability to handle high level data analysis and data

Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue


Required Candidate profile

Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting

Good communication skills (Role requires interaction with Sr. Leadership and customers)

Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports

Knowledge of IEX preferable

Should have exposure to standard WFM tools

Should be sound in his knowledge of IEX

Should be able to think on the feet to make decisions related to steps which would impact business

Candidate should be ready to work in a 24*7 and rotational shift environment

Excellent communication.

Designated as Manager (or) equal to it

Should be from a BPO Background WFM vertical


Perks and Benefits

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds


Company Profile :


Location: Gurgaon


Shifts: Rotational

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