Workforce Optimization Manager

7 days ago

gurugram, India beBeeManagement Full time

Job Description:Deputy Managers are pivotal in driving organizational success by overseeing and maintaining Workforce Management Platforms.Expert level understanding of workforce principles and tools is essential for this role.Hands-on experience with VBA, SQL, Power BI, Advanced Excel, Power Query, Power Pivot, and Power Automate is crucial for workflow management.Experience working with FTE-based workforce models, outcomes-based workforce models, and proven records of managing forecasting for large-scale projects is highly valued.Ability to think creatively and critically while fairly evaluating all possible solutions in making strategic decisions is a must.Effective partnering with stakeholders is also expected.Study historical trends, business changes, promotions, and market changes is necessary for informed decision-making.Key Responsibilities:Identify real-time call volume interruptions and system outages impacting contact center performance.Escalate contact center interruptions to appropriate business continuity leaders in a timely manner.Report on forecast accuracies and identify risks, reporting findings to various stakeholders.Manage people, employee engagement, performance, and discipline within the organization.

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