Sr. Manager -WFM || Gurgaon
- IGT Solutions
- 9 - 13 years
- Noida, Gurugram
- 3 months ago
- Email to a friend
- Report this job
Job Description
Job Responsibilities (Sr. Manager WFM) -
- Responsible to manage capacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting
- To co ordinate with operations and various departments on a regular basis
- Daily Monitor all required KPIs effectively to ensure they meet their targets
- Effectively manage outage scenarios
- Manage ad-hoc requirements from Ops & any other functions
- Discuss daily / weekly performance with stakeholders
- Outlier management for all efficiency parameters
- Analysis Strong Analytical skills
- Should be able to handle & achieve the departmental requirements
- Experience in any WFM tools IEX, Avaya, Variant, Blue Pumpkin
- Maintain data integrity
- Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management, Reporting
- Capacity planning, Forecasting and Scheduling & Accurate and Timely reporting
- Accurate and Timely reporting
- Client Management Internal and External
- Ability to work on data and generate various types dashboards, reports/ad-hoc reports
- Meeting client requirements within TAT and with accuracy
- Ability to handle high level data analysis and data
- Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue
Required Candidate profile
- Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting
- Good communication skills (Role requires interaction with Sr. Leadership and customers)
- Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
- Knowledge of IEX preferable
- Should have exposure to standard WFM tools
- Should be sound in his knowledge of IEX
- Should be able to think on the feet to make decisions related to steps which would impact business
- Candidate should be ready to work in a 24*7 and rotational shift environment
- Excellent communication.
- Designated as Manager (or) equal to it
- Should be from a BPO Background WFM vertical
Perks and Benefits
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds
Company Profile : https://www.igtsolutions.com/overview/
Location: Gurgaon
Shifts: Rotational
Contact Person-
NIDHI RASTOGI
8630322***
share CV- ni**********i@ig*********s.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: forecasting Scheduler Workforce Management Capacity Planning IEX service level sla aht Real Time Analysis scheduling shrinkage rta wfm
Similar positions
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in