WFM Operations Lead

2 days ago

Mohali, Punjab, India beBeeOperationsLead Full time
Job Title: WFM Operations Lead

We are seeking an experienced WFM Operations Lead to join our team. This role will be responsible for leading the Reporting team and overseeing the overall workforce management strategy.

  • Key Responsibilities:
  • Lead the Reporting team to ensure timely and accurate delivery of reports
  • Develop and implement workforce management strategies to optimize business performance
  • Collaborate with cross-functional teams to identify areas for improvement and develop solutions
  • Analyze data to inform business decisions and drive process improvements
  • Maintain knowledge of industry trends and best practices in WFM
  • Bachelor's degree in Business Administration or related field
  • 5+ years of experience in WFM, including 2 years of leadership experience
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Experience with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) and Microsoft Office (Excel, VBA, Macros)
  • Proficient in Power BI, Amazon Connect, Kibana, and Teleopti
  • Familiarity with ETL, databases/data warehouse concepts and developing reports using Power BI is a plus
  • Google Sheets experience is a must

What We Offer:

  • A dynamic and collaborative work environment
  • Ongoing training and development opportunities
  • Competitive compensation and benefits package
  • Opportunities for career growth and advancement

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