Workforce Manager - Kolkata - Sabse Sasta @ Sabse Sasta Dukaan

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Workforce Manager - Kolkata - Sabse Sasta

Sabse Sasta Dukaan
2 - 5 years
Kolkata
5 years ago
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Job Description

We are seeking a Workforce Manager in Support Department

Job Responsibilities:

Monitor and analyse call patterns, intra- and inter- day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency.
Manage scheduling methodologies.
Maintain accurate records of planned and required headcount in each of the skills week over week. Keep track of skills wise movements and Attrition to make decisions about internal movements/Job postings and Hiring plan.
Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
Effectively plan and monitor associate s adherence to assigned schedule.
Develop and improve forecasting models using data analysis and statistical tools.
Keep track on leave management and overtime payments. Mitigate additional overtime payments.
Running what-if scenarios for associate staffing and make proper use of statistical tools.
Coordinate with Operations, Capacity Planning and Finance teams to analyse historical data and forecast demand. Manage the analyses of daily, weekly, and monthly scheduling of site.
Assist the development of Workforce Management & Scheduling system by partnering with in-house technology teams.

Requirements:

Good working knowledge across a range of operational HR, employee relations and organisational development practices.
Excellent networking and communication/interpersonal skills
Experience of managing a team.
Experience of undertaking a range of tasks requiring a high degree of discretion and sensitivity.

2-5 years of proven experience as Workforce Manager

Job Classification

Industry: Internet, Ecommerce
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required

Contact Details:

Company: Sabse Sasta Dukaan
Location(s): Kolkata

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Keyskills: Data analysis Interpersonal skills Networking HR operations Organizational development Scheduling Management Forecasting Capacity planning Employee relations

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Preferred City (* max. 2 w/comma)

Designation / Expected Role

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

I agree with website service terms and conditions

Sabse Sasta Dukaan

Sabse Sasta Dukaan is an online & tele commerce primarily selling medicines & health needs. It also deals in flights tickets, hotel bookings, cosmetics, electronics, fashion & furniture.Launched in 2017, we have more than 50 franchises who have gained trust of thousands of customers by p...

Workforce Manager - Kolkata - Sabse Sasta @ Sabse Sasta Dukaan

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