Workforce Manager

Role: WFM Manager

Location: Pune

Mode: Work from Office

Job Responsibilities (Manager WFM) -
• Responsible to manage capacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting
• To coordinate with operations and various departments on a regular basis
• Daily Monitor all required KPIs effectively to ensure they meet their targets
• Manage ad-hoc requirements from Ops any other functions
• Discuss daily / weekly performance with stakeholders
• Should be able to handle achieve the departmental requirements
• Experience in any WFM tools IEX, Avaya, Variant, Blue Pumpkin
• Maintain data integrity
• Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management, Reporting
• Capacity planning, Forecasting and Scheduling Accurate and Timely reporting
• Accurate and Timely reporting

Required Candidate profile
• Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting
• Good communication skills (Role requires interaction with Sr. Leadership and customers)
• Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
• Knowledge of IEX preferable
• Should have exposure to standard WFM tools
• Should be sound in his knowledge of IEX
• Should be able to think on the feet to make decisions related to steps which would impact business
• Candidate should be ready to work in a 24*7 and rotational shift environment
• Excellent communication.
• Designated as Manager (or) equal to it
• Should be from a BPO Background WFM vertical

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds. Read more