Business Operations Manager
1 week ago
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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