Workforce Management Specialist

12 hours ago


Pune, Maharashtra, India IGT Solutions Full time
Job Description

We are seeking a highly skilled Workforce Management Analyst to join our team at IGT Solutions. As an expert in workforce planning and optimization, you will play a crucial role in ensuring the smooth operation of our workforce management function.

Responsibilities:
  • Develop and implement effective workforce planning strategies to optimize resource allocation and ensure service level goals are met.
  • Collaborate with operational teams and clients to gather necessary information for workforce planning.
  • Create long-term, mid-term, and short-term forecasts to accurately predict call volumes, chat volumes, or any other relevant workload parameter.
  • Oversee the creation of staffing schedules that align with forecasted workloads, client requirements, and service level agreements.
  • Continuously monitor real-time performance and make immediate adjustments to schedules to address unforeseen staffing shortages, overages, or service level deviations.
Requirements:
  • Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent work experience).
  • Proven experience in workforce management or related roles within a BPO environment, with at least 2 years of experience.
  • Strong analytical and problem-solving skills, with the ability to work with large data sets and derive meaningful insights.
  • Proficiency in using workforce management software, such as Aspect, Verint, or similar tools.
  • Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner.

Salary: ₹4,00,000 per annum

This is a challenging role that requires strong analytical and problem-solving skills, excellent communication skills, and the ability to work effectively in a fast-paced environment. If you have a passion for workforce management and are looking for a new challenge, please apply now



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