Assistant Manager - WFM
- IGT Solutions
- 7 - 9 years
- Pune
- 2 days ago
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Job Description
Position: Assistant Manager Workforce Management (WFM)
Location: Pune
Shifts: Rotational (24x7 environment)
Company Website: www.igtsolutions.com
About IGT Solutions
IGT Solutions Pvt. Ltd. is a leading IT and BPM services provider delivering innovation and operational excellence across the Travel, Transportation, and Hospitality domains. With 10,000+ travel industry experts and 15 global delivery centers, we provide integrated services including:
- Application Development & Maintenance
- Mobility & Testing
- Analytics
- Contact Center & Back Office Services
- Consulting Services
We proudly partner with global airlines, OTAs, travel technology companies, airports, and hospitality brands.
Role Overview
The Assistant Manager WFM will support end-to-end Workforce Management functions including forecasting, capacity planning, scheduling, real-time management, and MIS reporting. The role requires strong analytical skills, operational coordination, and the ability to work in a dynamic 24x7 BPO environment.
Key Responsibilities
- Support end-to-end WFM processes: Forecasting, Capacity Planning, Scheduling, Real-Time Management (RTM), and Reporting
- Work closely with Operations and cross-functional stakeholders to ensure SLA and KPI adherence
- Monitor real-time queues and manage staffing adjustments to meet service levels
- Assist in handling outage scenarios and contingency planning
- Prepare accurate daily, weekly, and monthly WFM reports and dashboards
- Maintain data integrity across WFM systems and reporting tools
- Conduct performance analysis and share actionable insights
- Support client interactions (internal & external) related to WFM metrics
- Manage MIS delivery and highlight variances with corrective action plans
- Drive continuous improvement initiatives within WFM processes
Desired Candidate Profile
- Strong hands-on experience in Workforce Management: Forecasting, Scheduling, Planning, and Reporting
- Experience in WFM tools such as IEX (preferred), Avaya, Verint, or Blue Pumpkin
- Advanced Excel skills (formulas, pivot tables, dashboards, data analysis)
- Strong analytical and problem-solving abilities
- Excellent communication and stakeholder management skills
- Prior experience in a BPO/Contact Center environment in a WFM role
- Ability to work in rotational shifts, including night shifts
Perks & Benefits
- Equal opportunity employer with an inclusive and diverse workplace culture
- Career growth opportunities in a global organization
- Exposure to international clients and dynamic business environments
We look forward to collaborating with driven professionals who are passionate about Workforce Management. If shortlisted, our team will connect with you to discuss the next steps.
Please feel free to reach out for any queries.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Pune
Keyskills: Workforce Management Capacity Planning Real Time Analysis RTA IEX
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IGT Solutions
Weikfeild I.T park , Block D 6th floor viman nagar ,behind Novotel hotel. Pune 411014 .
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