Work Force Management Process Lead
- Capgemini
- 5 - 9 years
- Kolkata
- 3 months ago
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Job Description
Key Responsibilities
Reporting
- Develop and maintain regular WFM reports to provide insights into key performance indicators (KPIs), including adherence, occupancy, and service levels.
- Analyze data to identify trends, patterns, and areas for improvement.
- Prepare ad-hoc reports as requested by management.
- Ensure accuracy and timeliness of all reports distributed to stakeholders.
- Collaborate with other departments to gather data and ensure comprehensive reporting.
Staffing
- Manage the scheduling process to ensure optimal staffing levels and meet business needs.
- Monitor real-time staffing levels and make adjustments as necessary.
- Forecast staffing needs based on historical data and anticipated call volumes.
- Coordinate with recruitment to address staffing gaps.
- Develop and implement strategies to improve workforce efficiency and productivity.
Qualifications
Education and Experience
- Bachelors degree in Business, Statistics, or a related field.
- 5 to 6 years of experience in workforce management, preferably in a call center environment.
- Proficiency in WFM software such as Aspect, Verint, or NICE
- Strong analytical skills and experience with data analysis tools like Excel, SQL, or Power BI.
- Excellent organizational and multitasking abilities.
- Strong written and verbal communication skills.
Skills and Competencies
- Attention to detail and a high degree of accuracy in reporting and analysis.
- Ability to work under pressure and meet tight deadlines.
- Strong problem-solving skills and the ability to make data-driven decisions.
- Excellent team player with the ability to work independently.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: CapgeminiLocation(s): Kolkata+ View Contact
Keyskills: Capacity Management Capacity Planning WFM Workforce Management Workforce Resource Deployment Scheduling Workforce Planning Forecasting Bench Management RTA
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