1068 Wfm Jobs

About the Job Were looking for a Scheduling Specialist to work in partnership with both our Operations and Workforce Management Team to align the accuracy of original schedules to forecasted work volume. Reporting to the Manager of Resource Planning, this role will also be responsible for ongoing analysis and continuous improvement. As Scheduling Specialist, You Will Assist with schedule and tracker management to ensure that all schedules are generated properly Identify customer contact trends to ensure appropriate resources are utilized Manage schedule information for new and existing employees in multiple locations using a workforce software program Ensure employee information is accurately entered and maintained on an ongoing basis Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals Work closely with the Operations Team to ensure availabilities are conducive to the business needs As Scheduling Specialist, You Have A post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered) Experience with workforce management systems (asset) Advanced knowledge of Microsoft Excel (asset) Knowledge of contact center operations, functions and business processes Strong technical, analytical and problem solving skills Superior attention to detail with an eye for accuracy The ability to adapt to change in an innovative and fast paced environment Strong organizational skills and the ability to follow through on projects Excellent written and verbal communication skills The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment If Interested please share the your CV on the given mail id : shubhangi.bhalerao@intouchcx.com

About the Job Were changing the way people think about customer care, and we need your help! Were looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans. As Team Lead (Supervisor), You Will Manage and supervise CSRs Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas Use critical thinking to develop solutions to improve business performance and partner success Motivate teams through relationship building and real-time coaching Develop incentive programs to motivate CSRs to achieve desired outcomes Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings Gain expert level knowledge on all partner products and promotions Demonstrate a positive work ethic and commitment to achieve the best possible outcomes Act as a role model and exemplify our 10 Things (cultural values) As Team Lead (Supervisor), You Have High school diploma or equivalent (required) Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered) 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role Experience dealing with escalated issues in a contact center capacity The ability to type 30 WPM with accuracy Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset The ability to use spreadsheet applications to maintain and develop operational reporting Exceptional time management, organizational and prioritization skills to complete work in a timely manner Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment The ability to work a variety of shifts, including days, evenings and holidays If Interested please drop CV on the given mail ID : shubhangi.bhalerao@intouchcx.com

Description Job summary:- The Registration & Compliance (R&C) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned' Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace We are looking for a exceptional leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Workforce Program Manager, Key Responsibilities Areas Lead various projects for WFM and Ops which has direct impact on cost, sla and SX, Primary responsibility for functions within R&C owning end to end Service level delivery and Headcount utilization Provide a blended leadership support of multiple programs by looking into inhouse cross flexing, outsourcing opportunities, managing tool migrations ,etc Clearly communicate dependencies and partner with teams on changes or deviations to plan Participate in wider R&C projects and initiatives, Coordinate with Operations, Training, Vendors, Capacity Planning, Forecasting and Finance teams to meet the project timelines with right level of approval mechanisms Fully leverage existing technology, including global standardization of reporting Root cause analysis and corrective action plan for variances in vendor operational performance Proven track record of sound decision making, taking ownership, and delivering results in a leadership role, Track record of having earned the trust of leadership by challenging norms, upgrading team performance, enabling growth, and improving efficiency, Ability to dive deep into data, existing processes, people, and technology challenges in order to identify risks and opportunities, Basic Qualifications 3+ years of program or project management experience 3+ years of working cross functionally with tech and non-tech teams experience Experience defining program requirements and using data and metrics to determine improvements Experience defining program requirements and using data and metrics to determine improvements Bachelors Degree in a quantitative field (engineering, economics, math, statistics) Experience of 5+ years in leading a workforce planning team and outsourcing projects, Experience building capacity models using various statistical tools for forecasting and optimization, Preferred Qualifications Masters Degree in a quantitative field (engineering, economics, math, statistics) Experience in Aspect or equivalent eWFM platform Experience in advanced data analytics, relevant to WFM and Ops metrics Experience in managing multi-geography based teams Our inclusive culture empowers Amazonians to deliver the best results for our customers If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, amazon jobs / content / en / how-we-hire / accommodations for more information If the country/region youre applying in isnt listed, please contact your Recruiting Partner, Company Amazon Dev Center India Hyderabad A85 Job ID: A3032584 Show

STARTEK is looking for Specialist - WFM to join our dynamic team and embark on a rewarding career journey Collaborate with cross-functional teams to achieve strategic outcomes Apply subject expertise to support operations, planning, and decision-making Utilize tools, analytics, or platforms relevant to the job domain Ensure compliance with policies while improving efficiency and outcomes

Urgent Hiring - Power BI Analyst || BPO Greetings from Ienergizer!! We are looking for experienced Power BI Analyst to join our Business Analytics team. Interested candidates can Send their CV to vanshika.kakkar@ienergizer.com Or can WhatsApp on 9289640609 Requirements: 3+ Years of experience with Power BI development and reporting Strong hands-on knowledge of Power BI, Power Query, SQL queries and data modelling Proficiency in SQL for data extraction and transformation Exposure to WFM concepts such as forecasting, scheduling, or capacity planning Should have Experience working in a BPO or Call Centre environment Strong analytical thinking and problem-solving skills Key Responsibilities: Design, develop, and maintain Power BI dashboards, reports, and visualizations Perform SQL-based data extraction and ensure seamless integration into Power BI Utilize Python scripting for data cleaning, transformation, and automation Monitor and report on Call Centre KPIs including Voice, Chat, Email & OB Collaborate with cross-functional teams to understand data requirements ~ 6 days working ~Day Shifts ~Work From Office CTC - Upto 8 LPA Location: iEnergizer - Noida Sector 60 Interested candidates can Send their CV to vanshika.kakkar@ienergizer.com Or can WhatsApp on 9289640609 Referrals are welcomed and encouraged Regards, Vanshika Kakkar TL - HR

Job Title: Workforce Management ( WFM ) Location : Bangalore ( WFO ) Shift: Night Shift Job Summary: The Workforce Management (WFM) professional is responsible for forecasting, scheduling, real-time monitoring, and reporting to ensure optimal staffing and operational efficiency. This role supports business goals by aligning workforce capacity with demand, improving service levels, and reducing operational costs. Key Responsibilities: Forecast call volumes, staffing needs, and workload across departments. Develop and manage employee schedules to meet service level agreements (SLAs). Monitor real-time performance and adjust staffing as needed. Analyze historical data to identify trends and improve forecasting accuracy. Collaborate with operations, HR, and training teams to align workforce plans. Generate and distribute daily, weekly, and monthly performance reports. Identify gaps in staffing and recommend solutions. Support business continuity planning and shift management. Use WFM tools for scheduling and reporting. Required Skills & Qualifications: Excellent communication and coordination abilities. Bachelor's degree in Business, Statistics, Operations, or related field. 2 - 5 years of experience in workforce planning or contact center operations. Strong analytical and problem-solving skills. Proficiency in Excel and WFM software. Ability to work in a fast-paced, dynamic environment. Immediate joiners are preferred How to apply, Kindly share your profiles to: Mansoor.Shaikbabu@omegahms.com Regards, Mohammed Mansoor HR Team

Role based in BSv organisation. Leveraging deepening knowledge of one or more R2A processes (record, report, analyze etc), Record to Analyze Process Experts participate of in or lead the achievement of service levels, key measurement targets of the team and delivers a high quality and cost-effective service that drive compelling business outcomes. They support the delivery of a customer focused and compliant services through the adoption of frictionless finance, practice processes, technologies, methodologies which drive innovation and process improvements. Their domain expertise means they are responsible for processing non complext to complex transactions, resolving the standard process related issues, preparation and finalization of the period and close activities and reporting (including the interactions with Clients Financial Controllers) and performing the reconciliations. - Grade Specific Responsible for processing complex transactions, resolving the standard process related issues, preparation and finalization of the period and close activities and reporting (including the interactions with Clients Financial Controllers) and performing the reconciliations. The responsibilities will include, but will not be limited to:Preparation (calculation) and processing of complex General Ledger Journals, Accruals, Provisions, allocations and other entries according to the schedule and agreed Client Desktop ProceduresInitiation of accounting entries based on the non standard events and accounting rules not directly described in the Desktop Procedures, but resulting from other Policies and Accounting ManualsProcessing of fixed asset related entries, based on the requests and according to schedule and agreed Client Desktop ProceduresMonitoring of fixed assets related transactions and budgets and contacting the fixed asset owners to initiate the fixed asset capitalizationProcessing of bank statements on daily basis and reconciliation of bank related accounts, as well as clearing and monitoring the sub bank accountsReconciliation of intercompany transactions and agreement of Intercompany balances with counterpartiesInitiation and execution of Intercompany netting / settlementsPreparation and execution of Period End Close related activities according to agreed time table and procedures Monitoring of Period End Close progress, interacting (and escalating if required) with Clients Finance Controllers or Process Owners to ensure timely closure and reportingReconciliation of low/medium risk balance sheet accounts and review and approval of low risk reconciliationsPreparation of operational reports from the area of expertiseInitiation and monitoring of automated transactions, i.e. FX valuation or depreciationPreparation of data for financial, management and treasury reporting moving the data from source systems (ERP) to reporting and consolidation systemsReview and finalization of financial, management and treasury reportingPreparation of tax and statutory reportingExecution, monitoring and testing of financial controls, as per Client Controls Framework

Role based in BSv organisation. Leveraging deepening knowledge of Collections, The Collections Process Experts participate of in or lead the achievement of service levels, key measurement targets of the team and delivers a high quality and cost-effective service that drive compelling business outcomes. They ensure the delivery of a customer focused and compliant services through the adoption of frictionless finance, practice processes, technologies, methodologies which drive innovation and process improvements. Their domain expertise means they are responsible for chasing outstanding invoices from customers of our clients - Grade Specific Operating in at Junior Mid Junior level in a Finance support/professional roleOperating as a Finance specialist supporting small and medium sized finance exercisesWill be building skills for a more specialized Finance service.May start to manage others.Manage working relationships with stakeholders for the business areas supportedAble to act on own initiative but will require supervision Skills (competencies)

Role based in BSv organisation. Leveraging deepening knowledge of Collections, The Collections Process Experts participate of in or lead the achievement of service levels, key measurement targets of the team and delivers a high quality and cost-effective service that drive compelling business outcomes. They ensure the delivery of a customer focused and compliant services through the adoption of frictionless finance, practice processes, technologies, methodologies which drive innovation and process improvements. Their domain expertise means they are responsible for chasing outstanding invoices from customers of our clients - Grade Specific Entry and mid-Junior level in a Finance Administration roleStrong team player with the ability to build good relationships with their stakeholders.Able to act on own initiative with regular supervision. Understands when to seek guidance/escalateSupports experienced Finance specialists delivering progress reporting, task management and documentation for Finance activity Skills (competencies)

About the Job We are changing the way people think about customer care, and we need your help! Were seeking a Workforce Manager to direct, manage and supervise all activities related to the Workforce team for a dedicated IntouchCX program. Were looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our programs. As Workforce Manager, You Will Work closely with Operations to ensure all team members are focused on the delivery of company goals and objectives of our partners Interact with external partners and develop long term relationships Assist in analyzing partner metrics and staffing on a consistent basis Make recommendations for efficiencies on programs Actively manage, support, motivate and retain members of the Workforce team Participate in Sales meetings and requests for information Maintain awareness of emerging industry tools As Workforce Manager, You Have A University or College Degree in a related discipline (Computer Science, Marketing, Communications, Business) Experience working with Aspect software (considered an asset) Strong analytical, problem-solving, technical, information-management and decision-making skills Demonstrated strong interpersonal and communication skills Superior organizational skills and the ability to follow through Ability to work in a fast-paced, hectic & changing environment Ability to effectively interact with employees at all levels and people from diverse backgrounds Ability to think strategically Ability to plan and monitor for results If Interested please share your resume on : shubhangi.bhalerao@intouchcx.com

JOB PURPOSE To manage engineering resource planning, work scheduling, work planning structures, and project reporting through Mosaic and related tools. This role ensures efficient resource planning, timely reporting, and seamless coordination across engineering departments including both internal and external stakeholders. Role & responsibilities RESPONSIBILITIES: 1. Resource & Project Scheduling: Manage daily activity schedules across all engineering departments using Mosaic or equivalent software. Create and maintain project timelines, work phases and resource allocation plans. 2. Tool & Platform Management: Create and maintain projects in Mosaic , including work categories, budget, phases, members, and time coding. Create associated AX Projects as per company protocols. 3. WPS (Work Package Status) Management: Regularly update and track WPS across all engineering teams. Align resource allocation with WPS inputs and project deliverables. 4. Budget & Cost Tracking (Variance Reports): Maintain engineering project budgets in Mosaic, update phases, work categories, and team members. Monitor hours booked, utilization, and cost-to-completion data. 5. Stakeholder Coordination: Coordinate with engineering leads, project managers, and department heads to update task priorities. 6. Reporting & MIS: Generate dashboards and utilization reports to track resource performance, availability, and over/under-utilization. Provide weekly/monthly updates on project staffing and scheduling. SPI budget performance report to Finance every month. Timesheet data report sorting as per Ax format and report to Finance every month. Resource loading file updating as per Ax report every month. Publishing utilization report to UCW and UCI every month. 7. Continuous Improvement: Identify and implement process improvements in resource scheduling and tracking. Propose and test automation tools or scripts (e.g., Excel macros, Power BI dashboards) for schedule optimization. Preferred candidate profile Bachelor of Science is required Minimum 2 years of relevant experience in engineering resource scheduling, planning, or project coordination. Exposure to technical documentation will be a plus.

Description The Registration & Compliance (R&C) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned' Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace We are looking for a exceptional leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Workforce Program Manager, Lead various projects for WFM and Ops which has direct impact on cost, sla and SX, Primary responsibility for functions within R&C owning end to end Service level delivery and Headcount utilization Provide a blended leadership support of multiple programs by looking into inhouse cross flexing, outsourcing opportunities, managing tool migrations ,etc Clearly communicate dependencies and partner with teams on changes or deviations to plan Participate in wider R&C projects and initiatives, Coordinate with Operations, Training, Vendors, Capacity Planning, Forecasting and Finance teams to meet the project timelines with right level of approval mechanisms Fully leverage existing technology, including global standardization of reporting Root cause analysis and corrective action plan for variances in vendor operational performance Proven track record of sound decision making, taking ownership, and delivering results in a leadership role, Track record of having earned the trust of leadership by challenging norms, upgrading team performance, enabling growth, and improving efficiency, Ability to dive deep into data, existing processes, people, and technology challenges in order to identify risks and opportunities, Basic Qualifications 5+ years of program or project management experience 5+ years of working cross functionally with tech and non-tech teams experience Experience defining program requirements and using data and metrics to determine improvements Experience defining program requirements and using data and metrics to determine improvements Bachelors Degree in a quantitative field (engineering, economics, math, statistics) Experience of 5+ years in leading a workforce planning team and outsourcing projects, Experience building capacity models using various statistical tools for forecasting and optimization, Preferred Qualifications Masters Degree in a quantitative field (engineering, economics, math, statistics) Experience in Aspect or equivalent eWFM platform Experience in advanced data analytics, relevant to WFM and Ops metrics Experience in managing multi-geography based teams Our inclusive culture empowers Amazonians to deliver the best results for our customers If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, amazon jobs / content / en / how-we-hire / accommodations for more information If the country/region youre applying in isnt listed, please contact your Recruiting Partner, Company ADCI BLR 14 SEZ Job ID: A3037108 Show

You will be joining Etraveli Group, a globally leading company in tech solutions and fulfillment capabilities for online flight sales. As a Scheduler (WFM), your primary responsibility will be to review forecasts and manage all scheduling activities from start to finish. This includes ensuring scheduling efficiency, timely release of schedules, coordinating with Operations for leave planning and scheduling inputs, as well as conducting analytics and data mining to generate suitable work patterns and shift activities. To excel in this role, you should have at least 5 years of experience in Workforce Management, with a minimum of 3 years as a scheduler. Proficiency in scheduling on Genesys Purecloud is essential, along with a strong business acumen and analytical skills for interpreting data. Effective written and verbal communication skills are required, as well as the ability to interact across different geographic locations. You should also be proficient in using MS Office applications such as Word, Excel, and Google Sheets. Your key responsibilities will include maximizing resource utilization for cost-effective scheduling, managing exceptions and changes in a timely manner, handling new hire processes and training tracking, optimizing schedules, tracking annual leave, ensuring schedule adherence, and monitoring non-call handling activities for efficient resource utilization and consistent service level achievement. In this role, you will work closely with Real-Time Analysts (RTAs) to ensure agent adherence and productivity, and perform any other responsibilities as assigned. Your contribution will play a crucial role in maintaining efficient operations and service delivery standards.,

As a Manager - Real Time Analyst - WFM in our organization located in Hyderabad, you will be responsible for overseeing real-time analysis in the Workforce Management (WFM) domain. With a minimum of 8 years of experience in WFM, you will bring valuable insights and expertise to the role. This position requires your presence in the office as it is a work from office opportunity. The standard working schedule comprises 5 days a week, providing you with a balanced work-life routine. If you are enthusiastic about this opportunity and possess the required experience, please feel free to share your resume with us at raj@skyjobshrservices.com. We look forward to reviewing your application and potentially welcoming you to our team.,

As a Scheduler (WFM) at Etraveli Group, your primary responsibility will be to review forecasts and manage all scheduling related activities end to end. You will ensure scheduling efficiency, timeliness of schedule release, and coordinate with Operations for leave planner and scheduling inputs. Your role will involve analytics, data mining, generating suitable work patterns and shift activities, as well as tracking scheduling efficiency. To qualify for this role, you should have at least 5 years of experience in Workforce Management, with a minimum of 3 years as a scheduler. Experience with scheduling on Genesys Purecloud is required. You should possess good business acumen, be proficient in analytical interpretation of data, and have excellent written and verbal communication skills. Strong interpersonal skills are essential for facilitating cross-geographic interactions. In this position, you will be responsible for maximizing efficient resource utilization for released schedules in a cost-effective manner. This includes managing holidays, voluntary time-offs, break planning, and optimizing Workforce Management tools. You will need to ensure sufficient coverage at all times to consistently meet requirements and make adjustments promptly for any exceptions or future changes. Other key responsibilities include completing new hire, leavers, and internal transfer processes, tracking training batches and learning curves for new hires, optimizing WFM schedules, maintaining annual leave records, and providing regular schedule adherence reporting for Operations. Additionally, you will work closely with Real-Time Analysts to ensure agent adherence and productivity, monitor non-call handling activities for efficient resource utilization, and perform any other assigned responsibilities. Join Etraveli Group's dynamic team of passionate professionals and contribute to making the world smaller for our customers while expanding opportunities for our people.,

As a Senior Solution Consultant specializing in Kronos/WFD/UKG Pro Workforce Management (WFM) solutions, your primary responsibility will be to lead and oversee the implementation of Kronos/WFD/UKG Pro WFM projects. You will be involved in the entire project lifecycle, starting from scoping to post-go-live support, ensuring seamless and timely execution of projects. Your role will involve collaborating with clients to evaluate their existing workforce management processes, identifying areas for enhancement to streamline operations, reduce expenses, and ensure compliance with regulations. You will be tasked with developing system configurations, testing procedures, and user acceptance testing (UAT) to guarantee the successful deployment and functionality of the WFM solution. In addition, you will be responsible for conducting end-user training sessions, creating user manuals, and delivering ongoing support post-implementation to address client queries, resolve issues, and optimize system performance. Your expertise will also be utilized in conducting system audits to pinpoint opportunities for improvement and ensure compliance with industry standards. Furthermore, you will work closely with sales and pre-sales teams to assist in solution scoping, proposal development, and other business growth initiatives. It will be essential for you to stay updated with the latest trends in Kronos, UKG Pro, and the industry as a whole to enhance service delivery and ensure client satisfaction. To excel in this role, you must possess comprehensive knowledge of Kronos, Workforce Dimensions (WFD), and UKG Pro platforms. Your track record should demonstrate successful leadership in Kronos/WFD/UKG Pro WFM implementations, proficiency in system configuration, business process design, and troubleshooting technical issues. Your project management skills, including the ability to manage multiple projects concurrently and meet deadlines, will be crucial. Exceptional communication and interpersonal skills are essential for engaging clients and stakeholders effectively at all levels. Your capacity to build strong client relationships, understand their requirements, and deliver customized solutions for their success will be instrumental in this role.,

As a Workforce Services Analyst at Accenture, you will play a crucial role in ensuring a superior brand experience, accelerating responsible growth, and creating a secure environment. Your responsibilities will include monitoring daily operational metrics in real-time, publishing performance reports, preparing Root Cause Analysis (RCA), maintaining downtime trackers, and proposing schedule changes to meet performance targets. You will collaborate with internal and external stakeholders, deliver timely operational reports, and work with process subject matter experts to drive performance improvements. The Workforce Management team, to which you will belong, focuses on maximizing performance levels and competency within the organization. This includes activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. You will be responsible for maintaining a productive workforce, identifying trends for improvement, and driving continuous innovation in the workforce management space. To excel in this role, you must have a graduate degree with at least 2 years of working experience in metrics and reporting. You should possess excellent oral and written communication skills, be able to make and propose improvements to work products and processes, and comply with Accenture standards and policies. Prior experience with Workforce Management tools, applications, and functions is preferred. Your overall purpose in this role is to execute all Workforce Management related activities as directed by your function or supervisor. You will be required to exhibit collaboration and effective communication skills to achieve quality outcomes and conduct root cause analysis when necessary for leadership or clients. The role may involve working in a 24*7 environment with rotational shifts and week offs. As a Workforce Services Analyst, your day-to-day interactions will primarily be with peers within Accenture, with limited exposure to clients or Accenture management. You will receive moderate-level instructions on daily tasks and detailed guidance on new assignments. Your decisions will impact your work and potentially that of others, and you will function as an individual contributor within a team setting with a focused scope of work. Please note that this role may require you to work in rotational shifts to meet the operational requirements effectively.,

Seeking experienced professionals for HCM/Workforce Management (WFM) software implementation projects, especially with UKG Ready (Kronos), SAP HCM, SuccessFactors, Workday, Oracle HCM etc. Experience in implementing HRMS or WFM solutions for clients.

About the Job We are looking for a dynamic and analytical Senior Capacity Planner with strong client-facing skills to join our Workforce Management team. This role will play a key part in driving operational efficiency through precise capacity planning while also serving as a strategic partner to external clients. The ideal candidate will possess a deep understanding of workforce dynamics, strong forecasting and planning capabilities, and the communication skills necessary to translate insights into impactful client conversations. As Senior Capacity Planner, You Will Develop short, mid, and long-term capacity plans in line with forecasted demand, productivity, attrition, and hiring inputs. Serve as the primary WFM point of contact for client interactions, presenting plans, reports, and recommendations regularly. Collaborate with client-side and internal stakeholders to align on forecast assumptions, business changes, and service level expectations. Present capacity models and staffing strategies during client governance calls, QBRs, or ad hoc reviews. Partner with internal teams (HR, Operations, Recruitment, Finance) to ensure seamless execution of capacity plans. Build robust what-if scenarios to model the impact of changes in demand, headcount, and shrinkage. Identify operational gaps or risks and proactively escalate with clear data-backed insights. Maintain high standards of reporting accuracy and transparency in all client-facing documentation and presentations. As Senior Capacity Planner, You Need Bachelor''s degree in Mathematics, Statistics, Business, Engineering, or related fields (Masters preferred). BPO Experience of 4-5 years minimum. 2 to 3 years experience working as a front-line Capacity Planner - Voice, Email, Chat, and SMS channel. Proficiency utilizing NICE IEX Workforce software. Working Knowledge of AWS, Salesforce preferred. Experience with analytics platforms or languages (SQL, Tableau, Power BI, R, Python) is considered an asset. Excellent communication and presentation skills to effectively articulate findings and recommendations to stakeholders at various levels. Ability to work independently and manage multiple projects simultaneously. Excellent analytical, problem-solving, and communication skills. High attention to detail with the ability to manage multiple priorities in a fast-paced environment. Strong stakeholder management and the ability to translate data into actionable insights.

Dear Applicants, Job description RTA is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities: Manage the call volume, daily attendance and program break schedules to ensure the correct number of agents at the right time. Assist with creation if metrics and targets for services Responsibilities and scope of work Collect information for RTM Collect relevant program information about KPIs/ Productivity (Expectations) Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account Queue management ( within the interval) Manage skills Situation management, BCP situations: Down me, System issues , etc. •Routing issues (Sitel/client side) •Volume allocation (Load balancing Sitel/client side) Intraday management ( throughout the day) • Planned to delivery governance (Service KP Is, Handling capacity, Shrinkage, Handle time, Line adherence) • Send Staffing Outlook for present day +1 day at the start of shi to share projected plan• Midday reforecast to share plan vs actual delivery and revised O/U (Over /Understaffing) based on trends and run rate Schedule Adherence (Agent level) Update shrinkage segments in WFM systems • Flagging agents out of adherence via Chat rooms/ extensions/radiosPhone/Email Reporting • Shrinkage reports Skill/Account level Interval report Agent level report RCA (RootCauseAnalysis) report Schedule adherence reports Feedback to Capacity Planning & scheduling Evaluate adherence and take immediate action to improve performance. Facilitates real-time discussions with necessary stakeholders. Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports administers volume contingency action plans as deemed necessary and appropriate. assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. Assist with creation if metrics and targets for services Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Use trends and reports to forecast requirements Assist with projects and other duties as requested or assigned Basic Qualifications At least college degree, any field Previous international call center experience required Attention to detail and high level of accuracy Knowledge and experience in queue management, forecasting and scheduling is advance Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail With working experience creating MS excel reports and templates Strong organizational skills and with good analytical skills Able to communicate professionally - oral and written Organized with the ability to quickly and effectively adapt to change Excellent attendance record Interested applicants can mail your resume to Lakshmi.Gopi@omegahms.com or contact @9901340050 ( Timing 12.00 Pm to 4 PM )

About The Role Job Summary: We are seeking a highly skilled and experienced Process Manager of Management Information Systems (MIS) and Workforce Management (WFM) to join our team. The successful candidate will be responsible for managing and overseeing the design, development, implementation, and maintenance of MIS and WFM processes within our organization. The Process Manager will be responsible for ensuring that our systems are running effectively, efficiently, and in compliance with regulatory requirements. Additionally, they will be responsible for identifying opportunities to improve the effectiveness and efficiency of our processes and systems. Key Responsibilities: Design, develop, implement and maintain MIS and WFM processes and systems Ensure that MIS and WFM systems are effectively and efficiently managed Ensure that all MIS and WFM systems comply with regulatory requirements Identify opportunities to improve the effectiveness and efficiency of MIS and WFM processes and systems Develop and maintain process documentation and training materials Collaborate with other departments to ensure that MIS and WFM systems are integrated with other business processes Manage a team of MIS and WFM professionals, including hiring, training, coaching, and performance management Develop and manage the MIS and WFM budget : Bachelor's degree in computer science, information systems, or related field 5+ years of experience in MIS and WFM process management Experience in managing a team of MIS and WFM professionals Strong knowledge of MIS and WFM software and systems Strong analytical and problem-solving skills Excellent communication and interpersonal skills Strong project management skills Ability to work effectively in a team-oriented environment Knowledge of regulatory compliance requirements This is an exciting opportunity for an experienced MIS and WFM professional to join our team and make a significant impact on our organization. If you are passionate about process management, have strong leadership skills, and are looking for a challenging and rewarding role, we encourage you to apply.

About The Role Job Summary: We are seeking a highly skilled and experienced Process Manager of Management Information Systems (MIS) and Workforce Management (WFM) to join our team. The successful candidate will be responsible for managing and overseeing the design, development, implementation, and maintenance of MIS and WFM processes within our organization. The Process Manager will be responsible for ensuring that our systems are running effectively, efficiently, and in compliance with regulatory requirements. Additionally, they will be responsible for identifying opportunities to improve the effectiveness and efficiency of our processes and systems. Key Responsibilities: Design, develop, implement and maintain MIS and WFM processes and systems Ensure that MIS and WFM systems are effectively and efficiently managed Ensure that all MIS and WFM systems comply with regulatory requirements Identify opportunities to improve the effectiveness and efficiency of MIS and WFM processes and systems Develop and maintain process documentation and training materials Collaborate with other departments to ensure that MIS and WFM systems are integrated with other business processes Manage a team of MIS and WFM professionals, including hiring, training, coaching, and performance management Develop and manage the MIS and WFM budget : Bachelor's degree in computer science, information systems, or related field 5+ years of experience in MIS and WFM process management Experience in managing a team of MIS and WFM professionals Strong knowledge of MIS and WFM software and systems Strong analytical and problem-solving skills Excellent communication and interpersonal skills Strong project management skills Ability to work effectively in a team-oriented environment Knowledge of regulatory compliance requirements This is an exciting opportunity for an experienced MIS and WFM professional to join our team and make a significant impact on our organization. If you are passionate about process management, have strong leadership skills, and are looking for a challenging and rewarding role, we encourage you to apply.

About The Role Job Summary: We are seeking a highly skilled and experienced Process Manager of Management Information Systems (MIS) and Workforce Management (WFM) to join our team. The successful candidate will be responsible for managing and overseeing the design, development, implementation, and maintenance of MIS and WFM processes within our organization. The Process Manager will be responsible for ensuring that our systems are running effectively, efficiently, and in compliance with regulatory requirements. Additionally, they will be responsible for identifying opportunities to improve the effectiveness and efficiency of our processes and systems. Key Responsibilities: Design, develop, implement and maintain MIS and WFM processes and systems Ensure that MIS and WFM systems are effectively and efficiently managed Ensure that all MIS and WFM systems comply with regulatory requirements Identify opportunities to improve the effectiveness and efficiency of MIS and WFM processes and systems Develop and maintain process documentation and training materials Collaborate with other departments to ensure that MIS and WFM systems are integrated with other business processes Manage a team of MIS and WFM professionals, including hiring, training, coaching, and performance management Develop and manage the MIS and WFM budget : Bachelor's degree in computer science, information systems, or related field 5+ years of experience in MIS and WFM process management Experience in managing a team of MIS and WFM professionals Strong knowledge of MIS and WFM software and systems Strong analytical and problem-solving skills Excellent communication and interpersonal skills Strong project management skills Ability to work effectively in a team-oriented environment Knowledge of regulatory compliance requirements This is an exciting opportunity for an experienced MIS and WFM professional to join our team and make a significant impact on our organization. If you are passionate about process management, have strong leadership skills, and are looking for a challenging and rewarding role, we encourage you to apply.

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Senior Analyst Roles and responsibilities: Basic knowledge of HTML, CSS, SQL [Not mandatory. Good to have] Knowledge/basic understanding around responsive testing [testing across different devices, operating systems & web browsers] Knowledge of Jira workflow [preferable] Knowledge of using Google Suite products such as Google spreadsheets, Google docs, Google Drive & Gmail Should know basics about Email/SMS/push/in-app marketing Should possess basic information around Marketing automation & CRM technology Should have eye for detail to assist in audits/QA Should have excellent communication skills and be able to interact directly with marketing/campaign owners Ability to work in a high-energy, quickly changing, and demanding environment Should have excellent presentation skills and should be able to clearly communicate ideas, thoughts, and strategies Technical and Functional Skills: Bachelors degree with2 to 3 years of experience in digital marketing space Basic HTML/CSS/SQL Eye for detail to assist in audits English communication skills

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Senior Analyst Roles and responsibilities: Basic knowledge of HTML, CSS, SQL [Not mandatory. Good to have] Knowledge/basic understanding around responsive testing [testing across different devices, operating systems & web browsers] Knowledge of Jira workflow [preferable] Knowledge of using Google Suite products such as Google spreadsheets, Google docs, Google Drive & Gmail Should know basics about Email/SMS/push/in-app marketing Should possess basic information around Marketing automation & CRM technology Should have eye for detail to assist in audits/QA Should have excellent communication skills and be able to interact directly with marketing/campaign owners Ability to work in a high-energy, quickly changing, and demanding environment Should have excellent presentation skills and should be able to clearly communicate ideas, thoughts, and strategies Technical and Functional Skills: Bachelors degree with2 to 3 years of experience in digital marketing space Basic HTML/CSS/SQL Eye for detail to assist in audits English communication skills