Workforce Optimization Manager
3 weeks ago
Job Summary:
We are seeking an experienced Workforce Optimization Manager to join our team at Hexaware Technologies in Mumbai. The ideal candidate will have a strong background in workforce planning, staff scheduling, and forecasting.
Key Responsibilities:
- Establish procedures and processes for staffing, scheduling, forecasting, and planning.
- Design and implement strategic workforce planning with a focus on diverse organizational environments.
- Lead a highly responsive team that meets required standards and delivers critical staff planning activities.
- Plan for the day (volume forecasting, staff scheduling), week (scheduling adjustments including OT plans), month (forecasting), and measure results.
- Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and cross-functional partners.
- Analyze volume drivers by source, handle time, and root cause to effectively identify event avoidance and contact reduction opportunities.
- Utilize forecasting/staffing information to properly support contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.
- Review weekly staff plan with recruiting, operations, finance, and executive leadership.
- Participate in special projects as needed and perform other duties as assigned.
Requirements:
- 5-7 years of experience in workforce optimization, preferably in a BPO or contact center environment.
- Strong understanding of WFM fundamentals, with experience in design, development, and implementation of strategic workforce planning.
- Highly developed project management skills, with proven ability to deliver organizational projects within designated timelines.
- Excellent interpersonal skills, with ability to establish and maintain positive working relationships with stakeholders and clients at all levels.
What We Offer:
- A competitive salary package of ₹1200000 per annum, plus benefits.
- Opportunities for professional growth and development.
- A dynamic and challenging work environment.
About Us:
Hexaware Technologies is a leading global provider of IT services and business process outsourcing. We are committed to delivering high-quality solutions that meet our customers' needs.
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