About Position At
GWFM Member Companies
GWFM Member Companies
GWFM Member Companies
Job Position
Workforce Manager – I
Experiance
2-4 Years
Place
Mumbai / Gurgaon / Hyderabad / Chennai
Salary
13 LAC CTC
Job Description
Work Competencies Include:
- Prepare and maintain forecasts, and capacities for assigned teams utilizing standard defined process
- Maintain distribution curves by gathering and tracking historical call data. Analyze and report volume and campaign/brand activity. Intra-day forecasts.
- Communicate with Supervisors and Account Managers through weekly meetings, phone, or email. Ensure all client information is accurate and up to date.
- Assist site operations in presenting forecast data to clients
- Assist in the completion of weekly reports.
- Experience: 2-4 years of WFM experience in Forecasting, Planning, and Staffing
- Team Management Skills for a minimum 1 year
- Previous experience in a dynamic, fast-changing call center environment required.
- Proven analytical skills ability to communicate with various management levels.
Systems/Tools:
- Knowledge of WFM tools like IEX, Blue Pumpkin, eWFM etc.
Experience:
- The candidate should have the below pre-requisite qualification(s) that are common across roles
- Minimum Higher Secondary Education or Graduate
- Strong computer skills that include proficiency in MS Office suite, particularly Excel.
- Ability to communicate clearly and effectively with all levels within the organization.
- Should have Call Center / BPO Experience
- Experience of working on tools like IEX
- Knowledge of various Call Center Reporting Systems would be a plus
No of positions : 6
Job Responsibilities:
- Responsible for selecting, training, and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations
- Manage a team of Planners who are responsible for forecasting weekly, daily, and intra-day contact volumes, based on historical information and known future changes to the business plans.
- Create the operational call volume, AHT, load factor, and FTE forecast for all supported lines of business in order to complete budget forecasts, attrition forecast and hiring analysis and recommendations
- Responsible for the management of call volume forecasting, tracking, and planning
Ensuring that all forecasts are delivered on time and where possible analyze data to make recommendations to enhance performance. - Work with remote Sitel sites, including outsourcing partners, in a centralized WFM environment
- Work with real-time team to optimize operational performance on a daily basis
- Long-range forecasts (hiring requirements).
- Provide support in the creation of capacity plans, ramp plans, and recruitment plans.
- Manage Forecasting and Supply Management of Resources that would include people, seats, and bandwidth.
- Maintain planned Vs actual forecast details for review with Leadership.
- Monitor performance and optimize operational performance on a daily basis
- Specific duties include staff management, providing forecasts to Client and third parties, working with call center staff to create and modify staff scheduling.
- Oversee scheduling philosophy of schedule assignments
- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime, and undertime
- Oversee intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements
- Responsible for maximizing efficiency and occupancy while meeting service objectives
- Oversee analysis and reporting of employee performance including schedule adherence
- Perform other duties and assignments as directed