Manager - Performance Optimization Specialist

6 days ago

Hyderabad Secunderabad Telangana, India beBeeManagement Full time ₹ 1,04,000 - ₹ 1,30,878

We are seeking a dynamic professional to fill the role of Manager - Workforce Management. The ideal candidate will be responsible for overseeing the day-to-day operations of our workforce management team, ensuring seamless communication and collaboration with clients and internal stakeholders.

Responsibilities

  • Act as a liaison between the GCC and Site WFM teams, fostering open communication and resolving any issues that may arise.
  • Develop and maintain strong relationships with clients, understanding their needs and preferences, and adapting our services accordingly.
  • Manage long-term forecast/staff plan and lead monthly staff plan/budget meeting, analyzing data and making informed decisions to optimize performance.
  • Work closely with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources, ensuring a smooth onboarding process.
  • Oversee short-term workload forecasting and scheduling philosophy of schedule assignments, ensuring adequate coverage and minimizing downtime.
  • Conduct proactive scheduling of discretionary activities such as training, meetings, overtime, and under time, maximizing productivity and efficiency.
  • Manage intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements.
  • Solve day-to-day operational challenges tactically, understanding delivery metrics and implementing corrective actions as needed.
  • Lead and develop WFM personnel on site and remote, conducting performance appraisals, providing measurable feedback, and formulating employee corrective actions as required.
Qualifications we seek in you

Minimum qualifications

Education: Any Graduate (Postgraduate added advantage)

Skills: Advanced knowledge of MS products, particularly Excel; Analytical skills to analyze data and draw insights; Knowledge of Contact Centre methodologies and operational principles; Excellent communication skills; High level of accuracy and attention to detail.

Preferred qualifications

Experience: Innovative and able to influence others; Contact Centre Workforce Management experience; Contact Centre tools: IEX, Avaya, Erlang, etc.

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