Senior Manager - Work Force Management || Bpo Experience- Mandate
- IGT Solutions
- 10 - 15 years
- Pune
- 5 months ago
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Job Description
Senior Manager Workforce Management (WFM)
IGT Solutions Pvt. Ltd.
Location: Pune, India
Shifts: Rotational (24x7 environment)
Company Profile
IGT Solutions Pvt. Ltd. is a leading IT and BPM services provider, specializing in the Travel, Transportation, and Hospitality industry. With over 10,000+ travel experts across 15 global delivery centers, IGT delivers cutting-edge services in Application Development, Testing, Analytics, Contact Center Services, and more. We pride ourselves on offering equal employment opportunities and fostering a diverse, inclusive, and harassment-free workplace.
Job Summary
We are hiring a Senior Manager Workforce Management (WFM) to lead and manage planning, forecasting, scheduling, and real-time management for our operations. The ideal candidate will have strong analytical skills, hands-on experience with WFM tools like IEX, and the ability to drive performance excellence through data-driven decision-making.
Key Responsibilities
- Manage all aspects of Workforce Management: Capacity Planning, Scheduling, Forecasting, Real-Time Management, and Reporting.
- Monitor KPIs and ensure performance targets are met.
- Collaborate with Operations and cross-functional teams.
- Handle ad-hoc requirements, outages, and schedule adherence.
- Deliver timely and accurate MIS reports and dashboards.
- Conduct daily/weekly performance reviews with stakeholders.
- Drive outlier management and ensure efficiency across metrics.
- Maintain high data integrity and quality.
- Generate reports/ad-hoc dashboards to meet client expectations.
- Proactively identify solutions to mitigate business performance risks.
- Ensure client and internal reporting requirements are met within TAT and accuracy standards.
Candidate Profile
- Experience in WFM (Planning, Scheduling, Forecasting, Reporting) mandatory.
- Hands-on expertise in WFM tools like IEX, Avaya, Verint, or Blue Pumpkin.
- Proficient in MS Excel; capable of training teams in Excel reporting.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication; ability to interact with senior leadership and clients.
- Decision-maker with the ability to work under pressure in a 24x7 environment.
- Prior experience as a Manager or equivalent designation in a BPO WFM function is required.
Perks and Benefits
- Inclusive and equitable workplace culture.
- Global exposure in the Travel & Hospitality industry.
- Opportunities for upskilling and professional growth.
- Performance-based recognition and advancement.
Equal Opportunity Statement
IGT Solutions is an equal opportunity employer. We ensure all employment decisions are made without regard to age, gender, gender identity, sexual orientation, race, religion, disability, veteran status, or any other protected category.
If you're a dynamic professional with a passion for workforce planning and optimization, apply now and become a part of our growing team!
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Pune
Keyskills: forecasting Real Time Analysis scheduling workforce management WFM Capacity Planning aht
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IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.Established in 1998, with 100% focused on the Travel indus...
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