Leading Workforce Management Operations

1 day ago


Chandigarh, Chandigarh, India beBeeOperations Full time ₹ 18,00,000 - ₹ 24,00,000
Workforce Management Operations Lead

Job Description:

  • Provide real-time support to technicians in the field by interacting with them via communication channels.
  • Monitor the status of services on accounts using diagnostic tools and ensure timely resolution of issues.
  • Coordinate with operations managers and leads to align workforce management strategies.
  • Effectively communicate with clients to address their concerns and maintain close loop feedback.
  • Update internal and client tools with the latest information regarding service status.
  • Meet quality standards and adhere to service level agreements (SLAs) for efficient process execution.
  • Ensure adherence to information security requirements at all times.

Benefits:

  • Opportunity to work in a dynamic environment with a talented team.
  • Chance to develop leadership skills and contribute to the growth of the organization.
  • Competitive compensation package and benefits.

Requirements:

  • Any graduate with a minimum of 6 years of experience in leading WFM teams in BPO settings.
  • Strong knowledge of agent scheduling, on-floor staffing activity planning, and key performance indicators (KPIs).
  • Excellent communication and coordination skills with the ability to manage multiple tasks simultaneously.

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