Manager WFM Customer Support 10-12 years

Location: India
Job type: Permanent
Contact name: Jyothi Kumari

Contact email: jyothi.kumari@crescendogroup.in
Job ref: 35602
Published: 24 days ago
Startdate: 27/10/2021

Position –   Manager -WFM

You will be responsible to perform Capacity planning for the Process/Processes on a rolling 3 months basis to help generate a hiring plan for optimum staffing this could be at a weekly level as well Work closely with RTAs (Real Time Analysts) to provide WFM support.

 

Location – India

Your future employer - a global data and insights firm, with delivery centers in Mumbai, Kolkata and Gurgaon. Our clients are spread across US, Europe, Asia Pacific and India. We are funded by a US based private equity fund.

 

Responsibilities –

  1. Demonstrating skills and competencies in assessment, problem solving, practices / policy administration / interpretation.
  2. Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in fast paced environment and manage all to completion.
  3. Demonstrating ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills.
  4. Proficiency with Microsoft Office products like Windows, Word, Excel, and PowerPoint required.
  5.  Scheduling on Excel (using Erlang or other models) for the Process/Processes to ensure forecasted service level (SL) for the day is met / maximized.
  6.  Ensuring that the staffing schedules meet the requirements satisfactorily. This can be a weekly, bi-weekly or a monthly activity.
  7.  Performing Capacity planning for the Process/Processes on a rolling 3 months basis to help generate a hiring plan for optimum staffing this could be at a weekly level as well Work closely with RTAs (Real Time Analysts) to provide WFM support.
  8. Performing root cause analysis on need basis suggest corrective action
  9.  Staffing and Leave planning based on volume trends.
  10. Providing reports pertaining to Service Levels, staffing requirements and Forecast deviation.

Requirements –

  1.  Graduation is a must
  2.  10+ Years of experience out of which 2 years’ experience in leading workforce management team in Outsourced contact center environment with multiple clients and regions
  3. Excellent analytical skills attention to detail
  4.  Ability to lead calls with clients / other business function independently
  5. Team worker and should have people/peer management experience
  6.  Capability of handling lots of data in an efficient and effective manner.
  7.  LEAN/Six Sigma Trained, Tested Certified
  8. Excellent knowledge of Advanced Excel, Erlang models Avaya CMS
  9.  Knowledge of Forecasting techniques would be an added advantage

 

Reach Us –

Want to present your candidature?

Drop in your updated CV at Jyothi.kumari@crescendogroup.in

DISCLAIMER

Crescendo Global is an ISO 9001:2015 certified, equal opportunity Leadership Hiring consulting firm. Crescendo Global consultants value diversity in the talent they identify for its Global and Fortune 500 clients. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status or disability status.