Workforce Management Lead

4 days ago

Bengaluru, Karnataka, India Gainwell Technologies Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Workforce Management

A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-time adherence, analyzing performance data, and ensuring compliance with labor laws, all while optimizing productivity and service levels within the team they manage

Preferred candidate profile

  • Strong analytical skills and ability to interpret data
  • Excellent communication and interpersonal skills
  • Proficiency with workforce management software
  • Understanding of labor laws and compliance requirements
  • Problem-solving and decision-making abilities
  • Proficiency with telephony routing solutions
  • Proficiency with Excel and Power BI

Role & responsibilities:

  • Forecasting and Staffing:
  • Analyze historical data to predict future call volume and staffing requirements for locked forecasts.
  • Develop staffing plans based on forecasted demand and business goals.
  • Adjust staffing levels based on real-time fluctuations in demand.
  • Scheduling and Allocation:
  • Create employee schedules that align with forecasted demand and labor constraints.
  • Optimize shift patterns to maximize efficiency and minimize costs.
  • Manage employee time off requests and ensure adequate coverage during peak periods.
  • Performance Monitoring and Coaching:
  • Monitor real-time adherence to schedules and performance metrics.
  • Identify areas for improvement and provide coaching to employees.
  • Conduct performance reviews and provide feedback.
  • Data Analysis and Reporting:
  • Analyze workforce data to identify trends and opportunities for optimization.
  • Generate reports on key performance indicators (KPIs) related to workforce management.
  • Present data insights to management to inform decision-making.
  • Compliance Management:
  • Ensure compliance with labor laws and company policies regarding scheduling and overtime.
  • Monitor employee time and attendance to prevent violations.

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