Sr. Manager/DGM WFM @ Lumina Datamatics

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Sr. Manager/DGM WFM

Lumina Datamatics
10 - 15 years
Mumbai
4 months ago
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Job Description

Position/Job Title: Sr. Manager/DGM WFM

Key Requirements:

10+ years of Workforce Management experience with 8 10 years in senior leadership roles, leading multi-site WFM teams (50+ resources)
Deep functional knowledge of multiple WFM platforms (IEX NICE, Verint, Aspect, InContact, CXOne, etc.) and strong grasp of WFM processes across forecasting, planning, scheduling and real-time
Responsible for managing and mentoring WFM managers, driving operational KPIs (SL, AHT, ASA, Abandon), leading global best-practice initiatives and handling escalations
Partner with Sales / Presales to build proposals, present to clients, and support new business wins as a WFM SME
Strong stakeholder management and ability to engage with senior client leadership, solve complex issues and drive customer satisfaction

Qualifications:

Graduate

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Assistant Manager
Employement Type: Full time

Contact Details:

Company: Lumina Datamatics
Location(s): Mumbai

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Keyskills: Workforce management Customer satisfaction Verint Presales Scheduling DGM Stakeholder management Forecasting Operations WFM

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Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

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Lumina Datamatics

Lumina Datamatics Ltd. Lumia Datamatics is among the 5 largest service providers in the eContent and eCommerce space worldwide with operations spread over three geographies, viz. India, Europe and USA.

Sr. Manager/DGM WFM @ Lumina Datamatics

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