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Workforce Manager

8.00 to 13.00 Years   Kolkata   14 Jul, 2020
Job LocationKolkata
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Workforce management involves performing all the activities needed to maintain high productivity of employees. A workforce manager works in tandem with Human Resource and Operations where he ensures staff optimization, sets goals and objectives, maintains employee records and facilitates effective communication among workers. Performance Responsibilities

  • Strong in Workforce Management Productivity Metrics Operational dashboards, Reporting Project Management presentation and Analytical skills Innovation - Creates and evaluates new ideas, solutions, methods or opportunities for improved business performance and takes appropriate action.
  • Forecasting, deviations, regressions, Capacity Planning, Scheduling Transitions Analysis
  • Administration of Community WFM.
  • Track, analyze and report center and agent performance with reports from community.
  • Generate long term and short term forecast.
  • Attend weekly and daily staffing review meetings with senior leadership and forecast/ scheduling analysts detailing the previous as well as the current weekrsquos performance and forecasted performance of remainder of current week and following week, while also identifying risks. Results/ Insight
    • Being first point of contact for all service related escalations occurring on account of issues such as call routing, technical glitches, and unscheduled absence OR any other.
    • Constantly monitoring, tracking, documenting and communicating real time floor activities in terms of adherence to process defined.
    • Ensuring availability of analysts on phones as per the business model requirement. Qualifications
      • Should have Min 8 Years of Exp. out of which 5 years should be in WFM, Capacity Planning, Resource Planning.
      • Should be an MBA/ PGDBM with Human Resource as specialization
      • Strong Analytical Skills and business acumen.
      • Excellent MS Excel & VBA knowledge.
      • Strong mathematical, analytical, communication and organizational skills.
      • Familiarity with ACD Tools (Eg :Avaya, Symposium, etc ) will be added advantage.
      • Has good exposure to Real Time Management, Call flow Management (Call Routing), Capacity Planning, Scheduling & Rostering, Forecasting, Partner Invoicing.
      • Should have worked at the clients side.
      • Completing all required forms, reports, etc. within established timelines. ,

        Keyskills :
        vbawfmacdavayatandemroutingrecstaffingexcelmetricsbusinessplanninganalysis

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