Workforce Manager
17 hours ago
Job Overview:
We are looking for a Workforce Manager with minimum 2 years of experience in managing a team of 100+ employees and at least 1 year in a BPO environment. The ideal candidate must have a strong background in workforce planning, scheduling, and real-time management, ensuring optimal staffing levels to meet business objectives and consistently deliver exceptional service. Additionally, the Workforce Manager will generate regular reports to track attendance, and SLA adherence.
Role & responsibilities :
- Roster Management: Develop and manage a rotational roster, assigning shifts according to the client's requirements for each Line of Business (LOB) on a monthly basis.
- Workforce and Deliverables Management: Oversee deliverables to ensure monthly commitments are met by effectively managing the workforce and making real-time adjustments as needed for each LOB.
- Client Communication: Communicate with clients to address any challenges impacting SLAs based on their forecasting.
- Time and Leave Management: Track time and manage leave in real time to balance daily deliverable hours, making adjustments as necessary.
Report Creation and Analysis:
Daily, Weekly, and Monthly Reports: Generate reports on workforce performance, attendance, shift effectiveness, deliverables, and SLAs. Provide actionable insights and recommendations for improvements.
- Quarterly and Ad-Hoc Reports: Assess long-term trends and address urgent issues, offering strategic solutions and root cause analysis.
Requirements:
- Immediate joiner preferred.
- Minimum of 2 years in workforce management, with at least 1 year in a BPO environment. Experience in managing 24/7 shifts and rotational rosters will be a definite advantage.
- Skilled in managing backfill, scheduling, and to optimize staffing levels.
- Excellent verbal and written communication for effective collaboration with Clients.
- Skilled in overseeing workforce management and making real-time adjustments to meet deliverable deadlines.
- Experience in Workforce Management software and Advanced MS - Excel.
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