dnata - Workforce Manager

Description :

How performance is Manage all internal & third-party recharges pertaining to FTE are achieved monthly and best efforts to drive efficiency to maintain or reduce workforce

• Increase the visibility for WFM services to accounts outside CC and provide services to enhance Managing all WFM activities for local / shared accounts to ensure consistent delivery with agility and enhanced customer Team Management & learning Development is tracked & delivered within this FY . 1-2-1, KPI tracking and Team Ensure volume forecast and annual budgets are delivered on time & delivery of monthly review packs with Operations
• Manage the compliance of Genesys WEM application and ISO documentation Purpose :

Ensure efficient use of resources through strategic planning to meet service targets. Manage daily and shift-level productivity to consistently achieve service level agreements across calls and multimedia channels while maintaining optimal staffing levels. Core responsibilities include capacity planning for both short- and long-term horizons by forecasting resource needs, analyzing usage trends, and providing actionable insights to inform strategic scheduling decisions.

Accountabilities :

The accountabilities have been divided into Plan-Deploy-Lead-Execute to enable :

BUSINESS DOCUMENT This document is intended for business use and should be distributed to intended recipients only.

Deploy

Qualifications / skills / experience / knowledge Qualifications

(ref : iimjobs.com)