Workforce Manager

3 weeks ago


Gurgaon, Haryana, India Aptino, Inc. Full time

Role Overview

Aptino, Inc. is seeking an experienced Workforce Manager to lead our scheduling efforts. As a key member of our operations team, you will be responsible for developing and maintaining accurate schedules for employees based on forecasted workload, business needs, and employee availability.

Key Responsibilities

  • Develop and maintain schedules that meet service level agreements and performance targets.
  • Adjust schedules to accommodate changes such as unexpected absences, fluctuations in demand, and special events.
  • Forecasting and Analysis:
  • Analyze historical data and trends to predict staffing needs and make proactive scheduling adjustments.
  • Service Level Management:
  • Ensure schedules are designed to meet SLAs and performance targets.
  • Communication:
  • Communicate schedule changes and updates to employees and management in a timely manner.
  • Optimization:
  • Identify opportunities for optimization in scheduling processes and propose solutions to improve efficiency and reduce costs.

Requirements

  • Proficiency in WFM software (e.g., NICE, Verint, Genesys).
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work under pressure and manage multiple priorities.

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