Manager-Workforce Management II Gurugram
1 day ago
We are inviting applications for the role of Manager, Work Force Management (WFM)
Location-Gurugram
Responsibilities
• Will act as a liaison between the GCC and Site WFM teams.
• Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis
• Administration of communication to and from Operations and other support departments
• Collection and analysis and reporting of historical center/agent performance statistics
• Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
• Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
• Oversee short-term workload forecasting and scheduling philosophy of schedule assignments
• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Problem Solving: Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics
• Manage WFM personnel on site and remote.
• Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.
Qualifications we seek in you
Minimum qualifications
• Any Graduate (PG added advantage)
• Advanced knowledge of MS products, particularly Excel
• Analytical Able 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
• Innovative and able to influence others
• Contact Centre Workforce Management experience
• Contact Centre tools: IEX, Avaya, Erlang, etc.
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