Workforce Optimization Manager

15 hours ago


India HGS Full time

Job Summary:

We are seeking an experienced Workforce Optimization Manager to lead our workforce planning team in Bangalore. This is a challenging opportunity for a seasoned professional with strong analytical and leadership skills.

About the Role:

The successful candidate will be responsible for managing the headcount forecasting process, developing and supervising a specialized Workforce Planning team, and analyzing trends within assigned operations to forecast arrival patterns.

Key Responsibilities:

  • Manage large amounts of data to identify workforce shortages and conduct root cause analysis.
  • Leverage and manage historical data to develop educated assumptions for planned initiatives and future forecast periods.
  • Assure accurate monthly/weekly/daily/intraday forecasts and provide real-time and historical contact center data to management teams.
  • Lead operational meetings with management to ensure everyone is proactively prepared for expected events of the day.
  • Drive the Workforce Planning team to meet its weekly, monthly, and annual expectations on critical Forecasting Accuracy, Schedule Efficiency, and Agent Delivery KPIs.

Requirements:

  • 10+ years of experience in Workforce Management (WFM) tools such as IEX, Aspect, and Blue Pumpkin.
  • 6+ years of core relevance experience in Capacity Planning, Scheduling, Forecasting, Reporting, AHT Glide, Erlang calculations, International clients handling, and Team handling.
  • Excellent communication, leadership, and analytical skills.

What We Offer:

  • A competitive salary of ₹25 lakhs per annum.
  • An opportunity to work with a leading business process outsourcing company like HGS.
  • A dynamic and supportive work environment.

How to Apply:

If you are a motivated and results-driven individual looking for a new challenge, please submit your resume with the subject line 'Workforce Management / WFM' to Pavithra.p@teamhgs.com.



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