Yugn
Mum – BPO – WFM Manager
- Profile: WFM Manager
- Sector: BPO
- Location: Mumbai (Work from Office only)
- Experience: Min. 1 yr on paper experience as WFM Manager
- Eduation: Graduation (any stream)
- Salary: Up to 4 lacs CTC + Incentives
- Shift Details: Rotational Shifts; 6 days working, 1 Rotational Week Off
Description
- Experience leading Workforce Management teams supporting operations at significant scale – hiring and developing great people, and establishing a collaborative and positive team culture
- Contact Centre Workforce Management experience with client facing experience (added advantage)
- Experience with Workforce Management platforms/software (e.g., NICE IEX, Aspect, Teleopti)
- WFM best practices and terminology (i.e., you have subject matter expertise across WFM disciplines)
- Experience creating and designing workflows and processes, as well as measuring their efficacy
- Ability to simplify complex operations into repeatable processes
- Responsible for Reports and Data from Operations and Support
- Responsible for adhering the processes
- Ensure accurate forecasting of call volumes are done to effectively manage the roster
- Sound understanding of looking through reports and sharp analytical skills
- Excellent command over English (Verbal & Written)
- Good Excel knowledge of MS Office Excel ((V lookup & H lookup), PowerPoint, Word, Access, Outlook, etc.
To apply for this job please visit www.linkedin.com.