Business Operations Lead

5 days ago

Mumbai, Maharashtra, India beBeeWorkforce Full time
Workforce Manager Job Description

Key Responsibilities:

We are seeking a highly skilled Workforce Manager to lead our operations team. Key responsibilities include supporting operations from scheduling and real-time perspectives, managing shrinkage, schedule adherence, delivery, and resource planning. Additionally, the role involves tracking outages and their impact, reviewing KPIs and Service Level projections, and ensuring all necessary efficiency parameters are within target.

Daily Tasks:

The Workforce Manager will be responsible for managing ad-hoc requirements from operations and other functions, discussing daily/weekly performance with stakeholders, and interacting with clients for FTE/delivery targets and other planning assumptions. They will also contribute to annual planning on HC, budget, span ratio, and seat utilization.

Functional Skills and Competencies:

  • To be able to communicate effectively, both verbally and in writing, with India & UK stakeholders and across levels.
  • Minimum 5 years of work experience in Contact Centre, minimum 2 years in Supervisory role in WFM.
  • Functional knowledge of various workforce management tools (IEX, Genesys, Liveperson etc).
  • Overall understanding of the Workforce Management, along with operational management.

Benefits:

The successful candidate will have the opportunity to work in a dynamic environment, analyzing situations, identifying gaps quickly, and taking necessary steps to avoid impact on delivery/service levels. They will consistently demonstrate organization values and detail orientation, planning and organizing large-scale and long-term projects and strategies that lead to desired outcomes.

Required Skills and Qualifications:

The ideal candidate must have excellent analytical, presentation, and communication skills, with sound knowledge of MS Suit and well-versed with WFM tools like IEX, Genesys, Liveperson etc. Experience on WFM tools and in-depth knowledge on their features is essential.

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