WFM - Team Leader / Assistant Manager

2 weeks ago


Chennai, Tamil Nadu, India Golden Opportunities Pvt Ltd Full time ₹ 1,04,000 - ₹ 1,30,878 per year
  • Job Role & Responsibilities :5-9 Years experience in Develop and manage short- and long-term forecasts based on historical data and business trends.
  • Create and maintain agent schedules to meet SLA and productivity targets.
  • Monitor real-time performance and adjust staffing as needed.
  • Collaborate with Operations, QA, and Training teams to align workforce strategies.
  • Analyse shrinkage, occupancy, and adherence metrics to optimize efficiency. Generate WFM reports and dashboards for leadership review.
  • Lead a team of WFM analysts and planners.
  • Strong analytical and Excel/Google Sheets skills. Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys).
  • Experience in multi-channel support environments. Excellent communication and stakeholder management.
  • Knowledge of Google Workspace tools.
  • Familiarity with AI-driven forecasting or scheduling tools.
  • Should be flexible with working in shifts including night shifts

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