Manager - WFM
Job Advert
Is this the moment you smash your goals? We have a fantastic opportunity for an Manager-WFM to join our team in Gurgaon. You will support the design, delivery and implementation of shift strategies that are workable for our people, cost effective and deliver people at the right times.
Join our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands.
Using your extensive knowledge of end-to-end Workforce Management (WFM) planning processes within a BPO environment, you will strive to find better ways to do things. With a focus on planning improvements, you should have the ability to analyse trends in data to identify and drive improvement initiatives.
If you think that you have what it takes then take a leap and apply today!
What you’ll be doing
- Taking ownership of the entire WFM lifecycle including forecasting, capacity planning, short-term scheduling and real-time delivery ensuring optimal staffing and performance
- Maintaining an understanding of initiatives impacting the workload and making adjustments accordingly
- Overseeing and maintaining the WFM platform utilised for forecasting and scheduling
- Managing capacity plans and recruitment training to ensure maximisation of revenue and business growth
- Promoting and fostering growth within the WFM Department by providing opportunities for learning, mentorship and development
- Ensuring appropriate forecasts and account for growth due to seasonal variations and special events
- Maintaining events calendar including site wide meetings, huddles, outbound call campaigns and marketing email blasts
- Ensuring that impacts to the business are captured, analysed and recommendations on staffing are delivered in a timely manner
- Establishing a statistical baseline forecast for all departments
- Communicating the forecasted workload, changes, assumptions, inputs to the Senior Leadership Team
- Providing analysis, thought leadership and strategic consulting with relevant leaders by considering enterprise initiatives, trends, capabilities as well as providing real-time information, recommendations and solutions
- Coordinating the consistency of Workforce guidelines and best practices
- Performs system administration duties as needed for the Workforce Management system, Schedule Planner, Real Time Adherence, etc. Helps the Contact Centers' Workforce Teams in maintaining workforce systems, including user access and system performance
- Leading or facilitating corporate level projects, teams and initiatives
What you’ll need
- Graduate or above
- Minimum 8 years’ WFM experience in all domains of forecasting, capacity planning, short-term scheduling, real-time reporting and analytics
- At least 5 years’ team handling experience
- Currently in a Manager role or at least 3 years’ experience as an Assistant Manager
- Client Relationship prior experience
- Workforce tool knowledge such as Teleopti, IEX, Aspect or Blue Pumpkin
- Ability to coordinate and balance numerous tasks in a time-sensitive environment
- Excellent communication, leadership, presentation, mathematical, logical, analytical and problem solving skills with strong attention to detail.
- Automation and MS Excel skills
- Exposure to statistical tools such as Regression or Predictive Analysis
- Working knowledge of VBA or SQL
After applying, you will be sent a link to complete a quick online chat. Take this opportunity advance your career with our collaborative team of game-changers.