Workforce Efficiency Specialist

3 weeks ago

Pune, Maharashtra, India IGT Solutions Full time

Job Summary:

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We are seeking a highly skilled Workforce Efficiency Specialist to join our team at IGT Solutions. As an Optimization and Scheduling Expert, you will play a crucial role in optimizing workforce efficiency and ensuring the smooth operation of the workforce management function.

About the Role:

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In this exciting position, you will oversee the forecasting, scheduling, and real-time management activities, providing insights and recommendations for process improvement. Your expertise and leadership will contribute to the achievement of service level goals, client satisfaction, and operational excellence.

Main Responsibilities:

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Workforce Planning and Forecasting:

  • Develop accurate forecasts using historical data, industry trends, and advanced analytics techniques
  • Create long-term, mid-term, and short-term forecasts to optimize resource allocation and ensure service level goals are met
  • Maintain and recommend the manpower requirement to higher management, based on current situation and future requirement
  • Planning and implementing new projects as per the requirement of the Organization to reduce the cost and maintain the efficiency of work with less number of Manpower
  • Manage cost & quality benefits by analyzing IVR call log files to determine root cause of production issue, IVR UAT testing and implementation
  • Utilize experience in Capacity Planning, Forecast and Volume Management, Delivery management, Roster, Client Management
  • Holding experience in WFM Tools such as – IEX / Variant etc.
  • Handling Manpower planning is key responsibility to create staffing schedules that align with forecasted workloads, client requirements, and service level agreements

Scheduling and Shift Management:

Ensure optimal shift patterns, breaks, and rotations to maximize workforce productivity and efficiency.

Monitor adherence to schedules, identify gaps or issues, and provide timely resolutions to maintain optimal staffing levels.

Real-Time Management and Monitoring:

Continuously monitor real-time performance and make immediate adjustments to schedules to address unforeseen staffing shortages, overages, or service level deviations.

Implement strategies to mitigate potential issues, such as adjusting breaks, reallocating resources, or initiating overtime as needed.

Maintain constant communication with operational teams to ensure smooth execution of staffing plans and resolve any real-time challenges.

Reporting and Analysis:

Generate regular reports and analyze workforce data, including forecasting accuracy, scheduling efficiency, adherence metrics, and other key performance indicators.

Identify trends, patterns, and areas of improvement to optimize workforce utilization and enhance operational efficiency.

Provide insights and recommendations based on data analysis to stakeholders for process improvement, staffing adjustments, and overall workforce optimization.

Team Management and Leadership:

Foster a positive and collaborative team culture, encouraging knowledge sharing, best practices, and continuous improvement.

Conduct regular performance evaluations, set goals, and provide feedback to drive individual and team performance.

Stakeholder Collaboration:

Collaborate with cross-functional teams, including operations, recruitment, training, and quality assurance, to align workforce plans with business objectives.

Engage with clients and internal stakeholders to understand their workforce requirements, address concerns, and provide updates on workforce management activities.

Act as a trusted advisor to senior management, providing insights, recommendations, and strategic guidance related to workforce management.

Requirements and Qualifications:

  • 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.
  • Strong organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
  • Detail-oriented and proactive mindset, with a focus on continuous improvement and operational excellence.
  • Ability to lead and motivate a team, fostering a positive and collaborative work environment.
  • Knowledge of BPO industry operations, metrics, and service level requirements.
  • Ability to build effective relationships with stakeholders at various levels, both internally and externally.

About IGT Solutions:

IGT Solutions is a leading customer experience company that delivers transformative experiences for global brands using digital technologies. With a strong presence in the CX industry, we offer end-to-end CX solutions that cater to the needs of our clients.

Estimated Salary: ₹4,00,000 - ₹5,50,000 per annum

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