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Associate Manager, Workforce Management
ConfidentialBengaluru / Bangalore25 days ago
Job descriptionAnalyze volume trends and develop statistical models for demand forecasting Conduct periodic audits on system access and ensure compliance remediation Manage commercial billing processes and coordinate with service providers Lead, coach, and mentor the WFM team, setting measurable goals and tracking performance
Key Deliverables :
- Develop capacity plans and optimize schedules using WFM tools (e.g., Erlang)
- Design and manage support channel solutions like IVR, ACD, call routing for productivity
- Monitor real-time operational performance and drive schedule adherence improvements
- Create and maintain BI dashboards and reports to inform operational leadership
Role Responsibilities :
Skills Required
Risk Mitigation, Forecasting, Workforce Management, Access Management, Reporting
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Workforce Management • Bengaluru / Bangalore