Manager -WFM || Pune

Job Responsibilities (Manager WFM) -

• Responsible to manage c

  apacity

  Planning, Scheduling, Forecasting, Real Time Management, and Reporting

• To co ordinate with operations and various departments on a regular basis
• Daily Monitor all required KPIs effectively to ensure they meet their targets
• Effectively manage outage scenarios
• Manage ad-hoc requirements from Ops & any other functions
• Discuss daily / weekly performance with stakeholders
• Outlier management for all efficiency parameters
• Analysis Strong Analytical skills
• Should be able to handle & achieve the departmental requirements
• Experience in any WFM tools

  IEX, Avaya, Variant, Blue Pumpkin

• Maintain data integrity
• Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management, Reporting
• Capacity planning, Forecasting and Scheduling & Accurate and Timely reporting
• Accurate and Timely reporting
• Client Management Internal and External
• Ability to work on data and generate various types dashboards, reports/ad-hoc reports
• Meeting client requirements within TAT and with accuracy
• Ability to handle high level data analysis and data
• Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue

Required Candidate profile

• Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting
• Good communication skills (Role requires interaction with Sr. Leadership and customers)
• Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
• Knowledge of IEX preferable
• Should have exposure to standard WFM tools

• Should be sound in his knowledge of IEX

• Should be able to think on the feet to make decisions related to steps which would impact business
• Candidate should be ready to work in a 24*7 and rotational shift environment
• Excellent communication.
• Designated as Manager (or) equal to it
• Should be from a BPO Background WFM vertical

Perks and Benefits

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds

Company Profile : https://www.igtsolutions.com/overview/

Location: Pune

Shifts: Rotational

Contact Person-

NIDHI RASTOGI

8630322833

share CV- nidhi.rastogi@igtsolutions.com