WFM Manager

Location India
Job type: Permanent
Contact name: Neha Malhotra

Contact email: neha.malhotra@crescendogroup.in
Job ref: 34562
Published: about 1 month ago
Startdate: 23/05/2021
A managerial position of workforce management with overall 10 years of experience. The candidate would need to be experienced in managing change through work migration projects, who provide project management expertise for complex projects to ensure on-time delivery.
LOCATION: Kolkata, India
Responsibilities
  • Good communication, facilitation, and interpersonal skills.
  • Must be proficient with Microsoft Office products like Windows, Word, Excel, and PowerPoint required.
  • Good experience on Scheduling on Excel (using Erlang or other models) for the Process/Processes to ensure forecasted service level (SL) for the day is met / maximized.
  • Ensuring that the staffing schedules meet the requirements satisfactorily.
  • Ability to perform Capacity planning for the Process/Processes on a rolling 3 months basis to help generate a hiring plan
  • Work closely with RTAs (Real Time Analysts) to provide WFM support.
  • Perform root cause analysis on need basis suggest corrective action
  • Staffing and Leave planning based on volume trends.
  • Building Client relationship with effective communication
  • Provide reports pertaining to Service Levels, staffing requirements and Forecast deviation.
Qualification and Skills
  • 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
  • Excellent analytical skills attention to detail
  • Ability to lead calls with clients / other business function independently
  • Should have excellent client handling skills
  • Ability to handle pressure - Timelines and Customer Demands
  • LEAN/Six Sigma Trained, Tested Certified
  • In-depth understanding of the various call center metrics and their impact on each other
  • Excellent knowledge of Advanced Excel, Erlang models Avaya CMS
  • Knowledge of Forecasting techniques would be an added advantage
  • Leads by example with High Value and Integrity
WHAT IS IN IT FOR YOU:
  • A meritocratic culture with great career progression.
  • Fast track career growth
REACH US:
If you think this role will add value to your career, kindly write me an email along with your updated CV on neha.malhotra@crescendogroup.in for a confidential discussion on the role