Workforce Management Assistant Manager (WFM)
ConfidentialAhmedabad, India8 days ago
Job descriptionExcellent Communication and presentation skills Should be logical and analytical - Should be able to manage multiple LOBs and stake holders Problem solving Good with MS tools Good with Data and BIs, should be able to present case studies in front of leadership Should have 4-5 years of Leadership experience in international process - 'Workforce Management'
Designation : Assistant Manager
Department : Record Retrieval - WFM
Location : Gandhinagar
Shift : 2 PM to 11.30 PM IST
Duties and Job Responsibilities :
- Manage Workforce Management Department independently with help of WFM Lead and WFM Executives
- Manage queue prioritisation and allocation for onshore contact center with 200+ agents
- Manage multiple campaigns and priorities to cater business needs
- Monitor and manage both inbound & outbound SLAs in collaboration with contact center
- Assist contact center with required reporting, BIs & Realtime Monitoring of remote agents
- Prepare forecasting and weekly projections to calculate staffing needs to ensure smooth operations
- Keep continues improvement as ongoing initiative
- Manage team and processes with full accountability to ensure all SLAs are met
- Successfully deliver adhoc assignments and mini / internal projects with outcome
Competencies Required :
Skills Required
Forecasting, Data, bis , Reporting
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Assistant Manager • Ahmedabad, India