Assistant Manager EXL/AM/993721
1 month ago
Job Description
Basic Functions
As the WFM Capacity Planner Lead, you will be responsible for overseeing the capacity planning process within our Workforce Management (WFM) department. Your role will involve analyzing historical data, forecasting future workload, and ensuring that staffing levels align with business needs to optimize operational efficiency
Role & Responsibilities
General Skills
Proficiency in workforce management software, forecasting tools, and analytics platforms (e.g., WFM systems, Excel, Power BI, Tableau, etc.)Strong analytical skills with the ability to interpret data, analyze trends, and draw actionable insights.Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.Proven leadership abilities, including the ability to motivate, coach, and develop team membersStrong organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.Detail-oriented mindset with a focus on accuracy and precision in all aspects of work Knowledge of contact center operations, customer service principles, and industry standards is a plus
Technical Skills
Very proficient with Microsoft ExcelAbility to scrub, dissect and shape data, create customized reports.Good knowledge of any WFM systems such as eWFM, Blue Pumpkin/Impact , IEX, Genesys etc.Create forecasts, schedules and IDPs, run scenarios inside a WFM tool
Work Experience Requirements
4+ year of hands-on experience in WFM in a call center inbound voice chat back office process 3+ year of Capacity Planning experience using any of the following tools - eWFM, Blue Pumpkin/Impact , or IEX.-
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