Senior Workforce Manager

6 days ago

Chandigarh, Chandigarh, India beBeeWorkforce Full time ₹ 6,00,000 - ₹ 18,00,000

Job Title: Senior Workforce Manager

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  • We are looking for a Senior Workforce Manager to join our team.

This role is responsible for overseeing the daily operations of our workforce management team, ensuring that all tasks are completed efficiently and effectively.

Key Responsibilities:
  • To interact with technicians in the field to provide them with real-time support
  • To check the status of services on account in diagnostic tools
  • To possess good knowledge of agent scheduling and on-floor staffing activity planning
  • To coordinate with operations managers and leads
  • To communicate effectively and close-loop with the client in case of observations
  • To update status in internal as well as client tools
  • To meet process expectations with high-quality standards and adherence to SLAs
  • To adhere to information security requirements
  • To run operation floors to maintain key WFM KPIs i.e. Shrinkage, Schedule Adherence etc.
  • To keep track of all technicians with regards to the jobs assigned to them
  • To prepare agent schedules and daily adherence plans
  • To prepare various ops production reports
  • To perform RTM role independently
  • To manage breaks and resource availability on floor
  • To audit work orders for accuracy and make corrections if required
Requirements:

Any graduate with minimum 6 years of experience in leading WFM teams BPO.

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