Business Operations Manager

1 week ago


Bengaluru, Karnataka, India Flipkart Full time

About the Role:

The CX WFM team is responsible for managing over 10 million customer transactions every month. As Assistant Manager-WFM, you will play a key role in generating demand projections and managing outsourcing partners to ensure the right headcount is available at the right time.

Main Responsibilities:

  • Understand key drivers for demand and supply
  • Build input-driven scientific plans and forecasting models
  • Innovate new ways of working to improve forecasts and accuracy
  • Work with large teams to bring consensus and drive decision-making with all functional stakeholders
  • Manage outsourcing partners for maintaining supply and hygiene
  • Generate right demand forecasts and plan ramp-up/down
  • Create internal repositories for generating insightful and actionable information

Requirements:

  • Good WFM knowledge for forecasting, capacity planning, scheduling, and commercial
  • Excellent analytical ability, logical reasoning, and problem-solving skills
  • Structured, meticulous, and organized with a bias for action
  • Ability to quantify ambiguous problems with relevant data and assumptions
  • Ability to work seamlessly with multiple teams/stakeholders
  • Tech skills: Excel, PowerBI, Erlang planning, TAT-based planning, Backoffice Planning


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