Manager -WFM || Pune
- IGT Solutions
- 8 - 10 years
- Pune
- 9 months ago
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Job Description
Job Responsibilities (Manager WFM) -
- Responsible to manage capacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting
- To co ordinate with operations and various departments on a regular basis
- Daily Monitor all required KPIs effectively to ensure they meet their targets
- Effectively manage outage scenarios
- Manage ad-hoc requirements from Ops & any other functions
- Discuss daily / weekly performance with stakeholders
- Outlier management for all efficiency parameters
- Analysis Strong Analytical skills
- 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
- Client Management Internal and External
- Ability to work on data and generate various types dashboards, reports/ad-hoc reports
- Meeting client requirements within TAT and with accuracy
- Ability to handle high level data analysis and data
- Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue
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
Perks and Benefits
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
Company Profile : https://www.igtsolutions.com/overview/
Location: Pune
Shifts: Rotational
Contact Person-
NIDHI RASTOGI
8630322***
share CV- ni**********i@ig*********s.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Pune
Keyskills: forecasting Scheduler Workforce Management Capacity Planning IEX service level sla aht Real Time Analysis scheduling shrinkage rta wfm
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