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2.0 - 5.0 years
7 - 11 Lacs
Hyderabad
Work from Office
As a Portfolio Planning and Metrics Team Member in Evernorth Technology, based on the Evernorth Technology Strategy and Development Team, you will be supporting several Development/Delivery related organizations; working across multiple Technology development, production, and infrastructure support teams. You will be leading or assisting primarily with financial management of the organization but will have the opportunity to support a variety of Technology related initiatives . You ll be expecte d to understand the current financial state, portfolio themes and aid in understanding risks/opportunities that exist, and communicate with leadership about their budget and portfolio performance. In addition to financial management, you will support the organization by also focusing on supplier/vendor/resource management. This may include assisting with Request for Proposals from suppliers on development or production support efforts, supporting our hiring controls process, developing vendor or resource capacity strategies, and more. Other areas of support, based on need, may be around chief of staff responsibilities, deeper workforce management responsibilities, and also reporting and relationship management primarily with offshore teams. The ideal candidate is comfortable working in a high-paced operational environment. Someone who is flexible with their services and outputs to meet the specific needs of the leadership body they support. Someone who is comfortable flexing into different work types based on existing priorities/demands. This role will act as an independent contributor aligned to support both specific leadership needs while finding ways to help drive efficiency and quality into broader more shared operational processes that span multiple stakeholders.
Posted 1 month ago
4.0 - 8.0 years
6 - 10 Lacs
Bengaluru
Work from Office
Back The Resource Management Manager is responsible for overseeing resource planning, allocation, and utilization within the Organization This role ensures that the right resources are assigned to the right projects at the right time, balancing workload distribution, optimizing capacity, and supporting business objectives The Resource Management Manager collaborates with Directors, Project managers, external stakeholders and HR Expected to maintain workforce efficiency, track skills, plan Skill Upgrades, Project Allocation, and plan for future resource needs Key Responsibilities Resource Planning & Allocation Lead the workforce planning process & Demand Intake process ensuring optimal resource allocation across projects and teams Work closely with delivery directors and managers to understand resourcing needs and prioritize assignments Maintain a centralized resource management system to track availability, skills, and project assignments Capacity & Utilization Management Monitor resource utilization and workload distribution to prevent overor under-allocation Identify gaps in resource availability and recommend solutions such as hiring, upskilling, or reallocation Provide reports on resource utilization, capacity forecasting, employee pyramid and workforce trends Skills & Competency Management Maintain an up-to-date database of employee skills, certifications, and expertise Manage and ensure the resources in the Bench are allocated within specific time Actively Work with Technology architects, leaders and plan upskilling, reskilling, and cross-skilling initiatives Contribute to HR and Learning/Development team in implementing enterprise training initiatives Identify resource risks and address potential skill shortages before they impact project delivery Ensure maintenance of optimal Bench Stakeholder Collaboration Act as a liaison between Directors, Project managers, and HR to align resourcing strategies with business goals Participate in workforce planning discussions and contribute to hiring decisions based on resource demand Ensure transparency in resource allocation through regular updates and communication with stakeholders Process Improvement & Governance Develop and implement best practices for resource management and workforce planning Establish governance frameworks and policies for efficient resource allocation Continuously assess and improve resource management tools and methodologies Assume responsibility for tracking and maintaining key Operational Metrics for Resource Utilization, Bench, Training etc Look for opportunities to optimize/ automate manual processes and implement Required Qualifications To Be Successful In This Role Bachelors degree in IT Masters in IT/ Business 10+ years of experience in Account management (mandatory) , resource management, workforce planning, IT project management Strong understanding of IT project lifecycle and SAFE/Agile/Waterfall methodologies Proficiency in resource management tools (e g , SAP, MS Project, ServiceNow, Jira, or similar) Excellent analytical and problem-solving skills Strong stakeholder management and communication abilities Ability to work with stakeholders across different time zones Ability to manage multiple priorities in a fast-paced environment Preferred: Experience in Technology sales, IT consulting, managed services, or large-scale enterprise environments Knowledge of financial planning related to workforce management Certification in resource management, project management (PMP), or Agile methodologies Success Metrics: Efficient resource allocation leading to improved project delivery timelines High resource utilization rates without employee burnout Reduction in skill gaps through proactive workforce planning Positive feedback from stakeholders on resource availability and management Ability to meet and exceed the objectives set at organizational level Additional Information Job Type Full Time Work ProfileHybrid (Work from Office/ Remote) Years of Experience10 + Years LocationBangalore What We Offer Competitive salaries and comprehensive health benefits Flexible work hours and remote work options Professional development and training opportunities A supportive and inclusive work environment
Posted 1 month ago
3.0 - 8.0 years
5 - 7 Lacs
Hyderabad, Bengaluru
Work from Office
Role - Planning & Scheduling Analyst Work Location - Bengaluru/Hyderabad (WFO) Develop, manage, and maintain comprehensive schedules Structure set up to core scheduling activities Please Call/ Whatsapp @ 6002281943/7575955995/8559900185 Required Candidate profile Should have experience in WFM planning and scheduling Must have experience in IEX/Genesys/Alavaria tools Minimum 4 years experience in WFM domain Excellent communication in English
Posted 1 month ago
2.0 - 4.0 years
4 - 6 Lacs
Karnataka
Work from Office
The Oracle Fusion HCM Workforce Deployment role involves working with relevant technologies, ensuring smooth operations, and contributing to business objectives. Responsibilities include analysis, development, implementation, and troubleshooting within the Oracle Fusion HCM Workforce Deployment domain.
Posted 1 month ago
1.0 - 4.0 years
1 - 5 Lacs
Noida, Gurugram
Work from Office
Candidate has minimum of 1 year experience, preferable in Workforce Management (WFM) or Resource Management (RM). The primary responsibility is to manage the RM tools and reporting. Candidate needs to act as primary liaison to the recruiting group on behalf of Resource Management. Perform Ad-hoc reporting request. Act as a change agent to stakeholders as the Resource Management group implements new processes and tools. Specifically, will focus on the tactical/transactional areas of our business. Critical skills required: Workable knowledge on MS Office tools. Able to share clear view on written and verbal communication. Good Analytical Skills & problem-solving skills. Pro-active & Positive Attitude. Ability to Work efficiently and effectively in a team. Have the ability to escalate issues with a view to bringing about a win-win resolution. Basic phone & email etiquette are desirable as candidate would need to interact with onshore clients/external entities on a regular basis. Resource should be from either Gurugram or Noida location. Candidate must have 1 year of experience in any domain. Knowledge in MS Excel is mandatory. NP- 0-30days
Posted 1 month ago
5.0 - 8.0 years
5 - 9 Lacs
Bengaluru
Work from Office
Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation Designation: Workforce Services Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years Language - Ability: English(International) - Expert About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.the process of determining how many workforce resources an organization needs today, tomorrow, and as much as five years into the future.Design and implement strategies to assist our clients in their strategies to grow and acquire customers. What are we looking for Workforce AnalyticsWorkforce Management (WFM)Adaptable and flexibleAgility for quick learningWritten and verbal communicationAbility to work well in a teamAbility to meet deadlinesMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to do analysis and solving of increasingly complex problems Your day to day interactions are with peers within Accenture You are likely to have some interaction with clients and/or Accenture management You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments Decisions that are made by you impact your own work and may impact the work of others In this role you would be an individual contributor and/or oversee a small work effort and/or team Please note that this role may require you to work in rotational shifts Qualification Any Graduation
Posted 1 month ago
0.0 - 1.0 years
3 - 7 Lacs
Bengaluru
Work from Office
Skill required: Employee Services - Employee and Labor Relations Designation: HR Service Delivery New Associate Qualifications: Any Graduation Years of Experience: 0 to 1 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsEmployee Services - More into query/case managementManage the labor laws. This encompasses interchanges between an employer and an employee and may include discussions on salary, benefit packages and employee rights. What are we looking for Flexible working on rotational weekly offFlexible working on rotational weekly off Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your primary interaction is within your own team and your direct supervisor In this role you will be given detailed instructions on all tasks The decisions that you make impact your own work and are closely supervised You will be an individual contributor as a part of a team with a predetermined, narrow scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation
Posted 1 month ago
3.0 - 6.0 years
8 - 12 Lacs
Hyderabad
Work from Office
As a Portfolio Planning and Metrics Team Member in Evernorth Technology, based on the Evernorth Technology Strategy and Development Team, you will be supporting several Development/Delivery related organizations; working across multiple Technology development, production, and infrastructure support teams. You will be leading or assisting primarily with financial management of the organization but will have the opportunity to support a variety of Technology related initiatives . You’ll be expecte d to understand the current financial state, portfolio themes and aid in understanding risks/opportunities that exist, and communicate with leadership about their budget and portfolio performance. In addition to financial management, you will support the organization by also focusing on supplier/vendor/resource management. This may include assisting with Request for Proposals from suppliers on development or production support efforts, supporting our hiring controls process, developing vendor or resource capacity strategies, and more. Other areas of support, based on need, may be around chief of staff responsibilities, deeper workforce management responsibilities, and also reporting and relationship management primarily with offshore teams. The ideal candidate is comfortable working in a high-paced operational environment. Someone who is flexible with their services and outputs to meet the specific needs of the leadership body they support. Someone who is comfortable flexing into different work types based on existing priorities/demands. This role will act as an independent contributor aligned to support both specific leadership needs while finding ways to help drive efficiency and quality into broader more shared operational processes that span multiple stakeholders. About Evernorth Health Services Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.
Posted 1 month ago
2.0 - 5.0 years
8 - 17 Lacs
Hyderabad
Hybrid
We are seeking a HR Business Partners (HRBP) to drive the people strategy for one of their key businesses, specifically focusing on supply chain and operations teams. This role is pivotal in shaping workforce productivity, talent strategy, and employee experience while safeguarding the organizations culture. What you would do : Own and Deliver the entire people charter roadmap covering key hire-to-retire people processes for the respective BU/Region. Own and Deliver the Employee Experience charter covering key moments in the Employee lifecycle. Being the primary custodian of the “Voice of the employees” by consolidating and analyzing employee pulse and distilling actionable insights to drive the right employee backward actions Demonstrating the impact of the people programs and creating feedback loops to improve the overall effectiveness of the programs Support Managers and leaders to navigate Day to Day people problems upheavals Change management and Senior Stakeholder Management Your Profile An ideal candidate will have 2-4 years of experience in HR Business Partner. Experience in BU/Functional Leaders in crafting people strategy and Talent plans to deliver Business goals and is responsible for the overall execution of the strategy and plan. The individual will also be responsible for providing employee experience and people processes impacting productivity and is the guardian of the culture. This is an Individual Contributor role. Location: Hyderabad (must speak Telugu) Experience: 2–4 years, from Tier 2 institutions Span Covered: Regions include Andhra Pradesh & Telangana Key Responsibilities: Strong stakeholder management, Driving people connect and engagement initiatives, Addressing and solutioning people-related challenges, Talent management and density mapping, Coordinating and resolving business/people challenges, Supporting training and learning interventions, Post-hiring employee engagement
Posted 1 month ago
2.0 - 5.0 years
8 - 15 Lacs
Chandigarh, Lucknow
Hybrid
We are seeking a HR Business Partners (HRBP) to drive the people strategy for one of their key businesses, specifically focusing on supply chain and operations teams. This role is pivotal in shaping workforce productivity, talent strategy, and employee experience while safeguarding the organizations culture. What you would do : Own and Deliver the entire people charter roadmap covering key hire-to-retire people processes for the respective BU/Region. Own and Deliver the Employee Experience charter covering key moments in the Employee lifecycle. Being the primary custodian of the Voice of the employees by consolidating and analyzing employee pulse and distilling actionable insights to drive the right employee backward actions Demonstrating the impact of the people programs and creating feedback loops to improve the overall effectiveness of the programs Support Managers and leaders to navigate Day to Day people problems upheavals Change management and Senior Stakeholder Management Your Profile An ideal candidate will have 2 - 5 years of experience in HR Business Partner. Experience in BU/Functional Leaders in crafting people strategy and Talent plans to deliver Business goals and is responsible for the overall execution of the strategy and plan. The individual will also be responsible for providing employee experience and people processes impacting productivity and is the guardian of the culture. This is an Individual Contributor role. Locations : Lucknow/Chandigarh Relevant Strategic HRBP experience with a strong bent of Execution mindset or HR Consulting experience with proven results High on Ownership, Stakeholder Management, Problem solving and Strategic thinking skills Prior experience working in strong employer brand organization is a plus Strong Functional knowledge of Human Resources around Organizational behavior, Performance management , Leadership development practices is a must FMCG, Consumer internet, B2C, E-commerce, Technology Industry are preferred.
Posted 1 month ago
8.0 - 13.0 years
30 - 35 Lacs
Bengaluru
Work from Office
Role is part of the Enterprise Workforce Management team and as part of the strategic leadership team will be responsible for building a dynamic and responsive Workforce Management organization that aligns with evolving client needs and business growth objectives in a competitive business environment. It is an exciting time to join the team as it is in the build phase of developing the set of capabilities, processes, and tools to deliver end-to-end resource management processes across all business units and geographies Key Responsibilities Strategic Leadership Define the vision, roadmap, and operating model for the Talent Supply Chain aligned with business strategy. Build and institutionalize a scalable and agile resource management framework for global delivery operations. Develop and execute resource management strategies aligned with the company s business goals and delivery plans. Drive transformation and change management in the organization with respect to implementing integrated workforce management practices Help build the skill taxonomy and be part of career architecture road map Team Leadership Build, lead, coach, and develop a high-performing Talent supply chain team Foster a culture of responsiveness, ownership, and business partnership within the function. Build succession plans and leadership depth within the resource management organization. Work with the Centers of Excellence to promote Diversity & Inclusion cross our talent supply chain practices. Establish a continuous learning culture within the team to embed learnings and stay ahead of workforce planning trends and tools. Stakeholder Management Be a trusted advisor and engage with senior leadership to understand evolving business needs and align workforce capabilities accordingly. Partner with executive leadership across Delivery, Talent Acquisition, HR, and Finance to ensure integrated workforce planning. Partner with the Practices and act as central point of coordination between delivery, recruitment, learning & development (L&D), and finance teams. Ensure our workforce strategies map to the evolving needs of our customers expectations and market dynamics. Supply-Demand Planning Own the demand forecasting process for resource needs across technology, domain, geography, and experience levels. Drive proactive workforce planning based on sales pipeline, project ramp-ups, attrition trends, and business seasonality. Collaborate with sales, delivery, talent acquisition, and HR teams to ensure proactive workforce planning. Forecast short-term and long-term resource requirements based on business pipeline and delivery demands and help prioritize planning efforts. Include planning for contractors, contingent staff as part of the overall workforce mix. Utilization & Optimization Set enterprise-level utilization goals and lead efforts to maximize billable resource deployment. Monitor resource productivity metrics and drive actions to improve under-utilization, re-skilling, or redeployment. Establish policies for pyramiding, location strategy, and skill mix optimization to improve delivery margin. Develop / leverage AI models to predict utilization trends and recommend optimal staffing strategies. Talent Pool & Internal Fulfilment Create and manage a centralized demand-supply matching engine to reduce fulfilment cycle time. Integrate workforce skilling insights with learning and development teams for supply readiness. Lead bench management initiatives to minimize idle capacity and reduce hiring dependencies. Implement structured cross-skilling, upskilling, and redeployment programs to build internal fulfilment capability. Work with the Centers of Excellence to align internal fulfillment with career development frameworks to boost retention. Technology & Analytics Champion the adoption of workforce management tools and digital dashboards for real-time visibility into demand, supply, and utilization. Drive a data-led culture in the team through advanced analytics, scenario modelling, and decision support systems. Ensure accurate and timely reporting of workforce metrics to CXOs and business leaders. Governance & Compliance Establish governance forums with key business and functional leaders to review fulfillment health, open positions, and risk mitigation. Ensure adherence to internal deployment policies, compliance requirements, and SLAs for resource allocation. Manage cross-border deployment guidelines, visa planning, and onshore-offshore balance for global projects. Ensure workforce planning processes are audit-ready and transparent. Skills & Competencies Strategic and analytical mindset with a hands-on approach Deep understanding of workforce lifecycle and deployment practices Expertise in resource management platforms Excellent stakeholder management and executive communication skills Ability to lead through ambiguity and move the dial through resilience and personal commitment Leadership presence with the ability to influence across a matrix organization Change management and operational transformation experience
Posted 1 month ago
1.0 - 5.0 years
0 - 1 Lacs
Chennai
Work from Office
If interested, please fill the below form to apply https://forms.office.com/r/41A93Z0RMN Responsibilities Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the phone. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign. Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics. Provide historical reporting compilation as required by the campaign. Manage and enter real time exceptions in WFM software. Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime Track the everyday attendance and provide recommendations for understaffing and overstaffing Review and analyze call/case arrival patterns and provide recommendations to improve customer practice Qualifications One year prior experience working with workforce management technologies preferred. One year using one of the following systems: Intercom, Salesforce, Genesys, or any other WFM tool. Experience with call center reporting and metrics preferred. Proficiency in Microsoft Office Applications including Word, Power Point, Excel, Tableau and other relevant software required. Graduate/ B Degree. Strong Analytical Skills required to critically assess situations and make decisions in real time. Excellent problem solving and decision-making skills. Ability to operate effectively in a team environment. Excellent oral and written communication skills and interpersonal skills.
Posted 1 month ago
10.0 - 18.0 years
8 - 13 Lacs
Pune
Work from Office
we are hiring senior manager WFM for Pune location . Shift Timings - Flexible (24*7) Role Overview: Provide leadership and management to program staff and the primary care sector as it relates to workforce development. Contribute strategic development and partnerships relating to workforce development Provide leadership for the development of a workforce strategy Provide advice to internal stakeholders relating to workforce development Required Skills and Experience: Demonstrated people management experience. Experience working in the BPO industry including a sound understanding of the issues facing primary care workforce. Demonstrated ability to lead a project including development of business case, program planning, budgeting, implementation and evaluation. Ability to build, develop and sustain positive partnerships and productive working relationships with all levels of stakeholders (internally and externally), with a commitment to customer service. Stakeholder Management Oversee, manage and monitor Workforce Development activities. In conjunction with the executive management, participate in key stakeholder engagement. Provide strategic direction to program staff to engage stakeholders effectively and develop strong partnerships WFM Process: Responsibilities Good Knowledge of agent scheduling and on floor staffing activity planning Should be able to coordinate with operations Managers and Leads Communicate effectively and close looping with the operations in case of observations Updating status in internal as well as client tools Meet process expectations with high-quality standards and adherence to SLAs Sense of ownership to complete the task satisfactorily Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. Prepare Agent schedules and Daily adherence plans Prepare various Ops production reports Perform RTM role independently Manage Breaks and Resource availability on the floor Contact -Rupali Devlekar E-rupali.devlekar.C@ecler.com M-7678009271
Posted 1 month ago
2.0 - 3.0 years
2 - 4 Lacs
Pune
Work from Office
Position: RTA/Workforce Management (Call Center/BPO) Location: Pune 24*7, BPO Job Summary: As an RTA/Workforce Management (WFM/RTA) consultant , you will play a crucial role in optimizing workforce efficiency and ensuring the smooth operation of the workforce management function. You will be responsible for overseeing the forecasting, scheduling, and real-time management activities, as well as providing insights and recommendations for process improvement. Your expertise and leadership will contribute to the achievement of service level goals, client satisfaction, and operational excellence. Key Responsibilities: Workforce Planning and Forecasting: Expert in Managing Service Level and controlling Leakages Forecasting & Scheduling manpower as per business requirement Maintaining and recommending the Manpower requirement to higher management, based on current situation and future requirement Planning and implementing the new projects as per the requirement of the Organization to reduce the cost and maintain the efficiency of work with less number of Manpower Managing cost & quality benefits Involved in Analyzing IVR call log files to determine root cause of production issue, IVR UAT testing and implementation Must be having hands on experience in Capacity Planning, Forecast and Volume Management, Delivery management, Roster, Client Management Must be holding experience in WFM Tools such as IEX / Variant etc. Handling Manpower planning is the key responsibility Utilize historical data, industry trends, and forecasting techniques to accurately predict call volumes, chat volumes, or any other relevant workload parameter. Collaborate with operational teams and clients to gather necessary information for workforce planning. Develop staffing models and create long-term, mid-term, and short-term forecasts to optimize resource allocation and ensure service level goals are met. Scheduling and Shift Management: Oversee the creation of staffing schedules that align with forecasted workloads, client requirements, and service level agreements. Ensure optimal shift patterns, breaks, and rotations to maximize workforce productivity and efficiency. Monitor adherence to schedules, identify gaps or issues, and provide timely resolutions to maintain optimal staffing levels. Real-Time Management and Monitoring: Continuously monitor real-time performance and make immediate adjustments to schedules to address unforeseen staffing shortages, overages, or service level deviations. Implement strategies to mitigate potential issues, such as adjusting breaks, reallocating resources, or initiating overtime as needed. Maintain constant communication with operational teams to ensure smooth execution of staffing plans and resolve any real-time challenges. Reporting and Analysis: Generate regular reports and analyze workforce data, including forecasting accuracy, scheduling efficiency, adherence metrics, and other key performance indicators. Identify trends, patterns, and areas of improvement to optimize workforce utilization and enhance operational efficiency. Provide insights and recommendations based on data analysis to stakeholders for process improvement, staffing adjustments, and overall workforce optimization. Team Management and Leadership: Foster a positive and collaborative team culture, encouraging knowledge sharing, best practices, and continuous improvement. Conduct regular performance evaluations, set goals, and provide feedback to drive individual and team performance. Stakeholder Collaboration: Collaborate with cross-functional teams, including operations, recruitment, training, and quality assurance, to align workforce plans with business objectives. Engage with clients and internal stakeholders to understand their workforce requirements, address concerns, and provide updates on workforce management activities. Act as a trusted advisor to senior management, providing insights, recommendations, and strategic guidance related to workforce management. Qualifications and Skills: Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent work experience). Proven experience in workforce management or related roles within a BPO environment, with at least 2 years of experience. Strong analytical and problem-solving skills, with the ability to work with large data sets and derive meaningful insights. Proficiency in using workforce management software, such as Aspect, Verint, or similar tools. Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner. Strong organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment. Detail-oriented and proactive mindset, with a focus on continuous improvement and operational excellence. Ability to lead and motivate a team, fostering a positive and collaborative work environment. Knowledge of BPO industry operations, metrics, and service level requirements. Ability to build effective About IGT IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, with 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGTs global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA. IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC, Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements. Disclaimer : 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 I nterested candidates can share their cv at sonam.singh1@igtsolutions.com contact no- 9953150816
Posted 1 month ago
2.0 - 7.0 years
0 - 0 Lacs
Gurugram
Work from Office
Role & responsibilities Job Title: Workforce Management (WFM) Scheduler Scheduler Grade : II Location: Gurugram / Work from Office Department: WFM Salary: Market standards, based on current CTC Reports To: WFM Planner Job Summary: The Workforce Management (WFM) Planner/Scheduler is responsible for developing and maintaining staff schedules, optimizing workforce allocation, and ensuring operational efficiency. This role involves analyzing historical data, forecasting future staffing needs, and creating schedules that align with business demands. The WFM Planner/Scheduler will work closely with various departments to ensure seamless coordination and high levels of service delivery. Key Responsibilities: 1. Scheduling: Create and manage employee schedules to ensure optimal coverage and meet service level agreements (SLAs). Adjust schedules as needed based on real-time changes in demand or staffing levels. 2. Data Analysis: Analyze historical data and trends to calculate the call arrival pattern Monitor and analyze performance metrics and key performance indicators (KPIs). Generate and present reports on staffing efficiency, adherence, and other relevant 3. Tools: Knowledge of any WFM tool like: IEX, Verint (Must), etc. Candidate should know Erlang C methodology 4. Communication: Collaborate with department managers and team leads to understand staffing needs and align schedules accordingly. Communicate schedule changes and updates to employees and ensure clarity on shift requirements and expectations. 5. Compliance and Accuracy: Ensure adherence to labor laws, company policies, and industry regulations in all scheduling practices. Maintain accuracy in scheduling and reporting to support payroll processing and operational planning.
Posted 1 month ago
1.0 - 4.0 years
3 - 6 Lacs
Hyderabad
Work from Office
Will be responsible for WFM related Activity. Should have good decision making & communication skills. Should have knowledge of Operation metrics like Attrition, Shrinkage, FTE calculation. Should have basic understanding WFM terminologies and concepts. Should be proficient with Microsoft Excel and other office tools. Should be able to do analysis & draw insights based on provided / available data. Should be able to work with other departments efficiently to ensure timely closures. Should be ready to work in any shifts (24/7) based on business requirement.
Posted 1 month ago
2.0 - 4.0 years
4 - 6 Lacs
Chennai
Work from Office
Your responsibilities include but not limited to: Business Transformation - You will be responsible for driving cross-functional collaboration at various levels within the center by driving key programs You will be responsible to work with research/consultancy firms and bring in best processes from industry in managing the technology centers You will have to partner with other VCG Tech teams, executives and FP&A to develop and maintain expense and capital budgets for current and future years. Preparing and providing accurate financial updates, including overtime reports, headcount, time reporting, open purchase order reports, monthly budget updates, requisitions, prepaid files, variance analysis, and more. Ensure timely reporting in all required areas. Collaborating with the team to identify opportunities for process and reporting automations Developing strategies to reduce manual work and allocate resources to higher-value activities. Fostering strong business relationships between US and India by partnering with both India and US-based teams. Planning & execution of end-to-end workforce planning, including the facilitation of stakeholder meetings, data analysis, and the creation of compelling recommendations to communicate key findings Accountable for the Strategic Workforce Planning process for each business unit & at the enterprise level to identify synergies and themes Plan the allocation & deployment of resources across appropriate engagements based on business demand and individual skills, experience and developmental opportunities Collaborate with senior leaders, HRBPs, Talent Management, and Diversity Leads to integrate workforce planning goals and to reconcile workforce plans Collaborating with multiple stakeholders to gather data, brainstorm multiple options and make recommendations Providing insights and recommendations to the senior leadership team, based on qualitative and quantitative research Strategic Roadmap: Develop and maintain a roadmap of initiatives that aligns with the organizations strategic goals and evolving industry trends Knowledge Management: Compiling the results of research and organizing them for reusability What were looking for... Ability to bring in discipline and execution focus to the VZI priorities by setting up program management frameworks, governance and reporting structures, measurement KPIs, review cadence etc. Ability to design and implement strategic and workforce planning for a large scale organization, with guidance from Senior leaders. Ability to design and conduct complex quantitative & qualitative analyses to identify trends in workforce management Experience in creating & tracking core strategic workforce planning metrics and relevant scorecards to contribute to the evaluation of the SWP process A go-getter with a strong sense of ownership and accountability Strong ability to multitask, prioritize, work independently and drive issues to resolutions Experience working in cross-functional teams and ability to influence without authority Excellent communication skills - spoken and presentation(decks, insights etc.) skills. Youll need to have: Bachelor's degree or two or more years of work experience. Experience in working closely with Leaders and other key support functions in forming collaborative teams that help execute the Organization priorities Experience in creating a strategic workforce forecast and plan including scenario planning, modeling, conducting environmental scan, performing gap analysis, and monitoring and evaluating workforce plan progress Experience in Finance governance, managing budgets, capital, expenditures. Experience in research and benchmarking (internal/external) on key capabilities to determine recommendations for workforce planning Experience in creating program plans and crafting presentations for senior executives. Experience working in a matrix organization and to drive results at all levels, regardless of reporting structures. Excellent verbal and written communication skills and are comfortable in working up and across the organization Confidence to voice well-informed, dissenting opinions, yet always treat others and their views with respect Excellent stakeholder management skills Even better if you have one or more of the following: Masters degree, preferably in Business Administration/ Management studies Ability to translate complex ideas and express them in concise, simple to understand ways Comfortable working across all levels of an organization
Posted 1 month ago
2.0 - 4.0 years
3 - 5 Lacs
Pune, Mumbai (All Areas)
Work from Office
Requirements: Candidate should hold max 1.5 yrs of experience in RTA (WFM) Good communication skills Ability to work in different shifts 24*7 (Includes night shift) Experience / Relieving letter of previous two companies mandatory for an experienced candidate. Immediate joiners preferred Job Description Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors Drive real time management performance for In-house contact centers and Vendors. Drive skilling and priority changes for In-house contact centers and Vendors Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes. Responsible for approving and plotting real- time schedule exceptions, and increasing accurate, timely, and relevant intraday reports. Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required. Ability to conduct root cause analysis and provide operational actions. Publish intraday reports and attendance at regular intervals. Recommend overtime requirements. Provide ad-hoc data and regular reporting. Work extensively on worksheets. Kindly confirm your availability through a call or an email bhagyashri.kadam@etraveligroup.com | 9076091032 Refer your friends who would be interested for this job role. OR Feel free to walk in for the Interview on the below mentioned address
Posted 1 month ago
2.0 - 3.0 years
4 - 7 Lacs
Bengaluru
Work from Office
Key Responsibilities: 1. Supervision of Site Activities: o Overseeing the daily operations of construction activities, ensuring that all work is being carried out according to design specifications and safety standards. o Coordinating and managing labor forces, subcontractors, and material suppliers on-site. 2. Quality Control: o Ensuring that the construction work meets the required quality standards and compliance with local building codes and regulations. o Conducting inspections of the work to identify issues and ensuring corrective measures are taken. 3. Safety Management: o Promoting and enforcing safety protocols on-site, conducting safety inspections, and ensuring the team follows safety procedures. o Reporting and investigating any accidents or incidents on-site. 4. Project Documentation: o Keeping accurate records of site activities, progress, material usage, and personnel. o Assisting in the preparation of daily, weekly, or monthly progress reports for the project manager. 5. Resource Management: o Ensuring that all materials, tools, and equipment needed for the project are available and properly maintained. o Managing the workforce and scheduling labor to optimize efficiency. 6. Problem Solving: o Addressing and resolving issues that arise during construction, whether technical, logistical, or personnel-related. o Communicating and liaising with engineers, architects, and project managers to resolve problems and keep the project on track. Skills Required: Technical Knowledge: Understanding of civil engineering principles, construction methods, and building codes. Leadership Skills: Ability to manage and motivate workers and subcontractors. Communication Skills: Ability to communicate effectively with workers, contractors, engineers, and clients. Problem-Solving Abilities: Ability to address challenges quickly and efficiently. Time Management: Ensuring the project stays on schedule and within budget. Qualifications: Typically, a Civil Site Supervisor has a background in civil engineering or construction management. This could include: A degree or diploma in civil engineering or construction-related fields. Several years of experience working on construction sites, particularly in roles like site engineer or foreman. Certifications or training in construction safety (e.g., OSHA or equivalent). A Civil Site Supervisor plays a crucial role in the successful completion of civil engineering projects such as roads, bridges, buildings, drainage systems, and other infrastructure projects.
Posted 1 month ago
1.0 - 3.0 years
2 - 6 Lacs
Bengaluru
Work from Office
Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years Language - Ability: English(International) - Expert About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Workforce AnalyticsWorkforce Experience AnalyticsAbility to perform under pressureAbility to work well in a teamAdaptable and flexibleAgility for quick learningWritten and verbal communicationMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation
Posted 1 month ago
2.0 - 5.0 years
8 - 10 Lacs
Gurugram
Work from Office
• Liaisoning between OPS Leadership and Finance Teams to finalize HC needs within Organization. • Evaluate performance and prepare plans for capacity procedures and provide comprehensive support for same. • Coordinate with various departments and perform all capacity planning related activities in facility. • Analyse resource planning and provide appropriate recommendation for same. • Design and maintain all performance capacity report and statistics for management. • Help analytical design of systems and forecast all resource capacity requirements. • Develop various new functions and capacity processes and modify existing ones. • Manage all key system metrics and provide support to all adhoc reports and dashboards. • Analyse processes and identify process improvement enhancement. • Ensure compliance to all guidelines and ensure optimal utilization of all resources. • Appropriately forecast and account for growth due to seasonal variations and special events. • Maintains events calendar (holidays, business impact days, huddles, marketing campaigns, etc) and ensure that impacts to the business are captured, analysed and recommendations on staffing are delivered in a timely manner. • Understand Marketing campaigns & the key drivers of volume and incorporate into forecasting and planning. • Identifies and researches service level risks for problem resolution and management notification. • Develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term forecast and capacity planning • Develop and maintain sophisticated forecasting and capacity models and develop tools and techniques that enhance the quality and accuracy of the forecast. • Assess and quantify near term risk or opportunities as identified through this process of analysis and • Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills, 24x7x365. Advise management of necessary changes in planning Requirements where short fall is identify. • Provide ad hoc analysis; formulate conclusions, and present conclusions to management. • Batch Planning and Span ratio measurement knowledge • Maintaining HC Actuals/Projections, Shrinkage/Attrition Trends and raising alarms when required • Budgeting & Resource Planning • Managing Seat Utilization for all LOB’s • Managing ramp up / ramp downs basis projections Qualifications / Experience: • Sound Knowledge of MS Excel, Erlang and WFM Tools (Verint Mandate) • Good Communication Skills both Vocal and Written • Qualifications: Graduate • 5+ years experience with any WFM Tool, Forecasting & Scheduling, Capacity planning or Operations Planning along with 2 yrs of team management • 7 – 10 years experience with any WFM Tool, Forecasting & Scheduling, Capacity planning, Budgeting or Operations Planning along with team management • 10+ years experience with any WFM Tool, Forecasting & Scheduling, Capacity planning, Budgeting or Operations Planning along with team management Working conditions: Individual should be comfortable to work in a Contact Centre, 24x7 business environment. Cross training of functions within WFM will be provided as necessary. Liaisoning between OPS Leadership and Finance Teams to finalize HC needs within Organization. Evaluate performance and prepare plans for capacity procedures and provide comprehensive support for same. Coordinate with various departments and perform all capacity planning related activities in facility. Analyse resource planning and provide appropriate recommendation for same. Design and maintain all performance capacity report and statistics for management. Help analytical design of systems and forecast all resource capacity requirements. Develop various new functions and capacity processes and modify existing ones. Manage all key system metrics and provide support to all adhoc reports and dashboards. Analyse processes and identify process improvement enhancement. Ensure compliance to all guidelines and ensure optimal utilization of all resources. Appropriately forecast and account for growth due to seasonal variations and special events. Maintains events calendar (holidays, business impact days, huddles, marketing campaigns, etc) and ensure that impacts to the business are captured, analysed and recommendations on staffing are delivered in a timely manner. Understand Marketing campaigns & the key drivers of volume and incorporate into forecasting and planning. Identifies and researches service level risks for problem resolution and management notification. Develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term forecast and capacity planning Develop and maintain sophisticated forecasting and capacity models and develop tools and techniques that enhance the quality and accuracy of the forecast. Assess and quantify near term risk or opportunities as identified through this process of analysis and Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills, 24x7x365. Advise management of necessary changes in planning Requirements where short fall is identify. Provide ad hoc analysis; formulate conclusions, and present conclusions to management. Batch Planning and Span ratio measurement knowledge Maintaining HC Actuals/Projections, Shrinkage/Attrition Trends and raising alarms when required Budgeting & Resource Planning Managing Seat Utilization for all LOB’s Managing ramp up / ramp downs basis projections Qualifications / Experience: Sound Knowledge of MS Excel, Erlang and WFM Tools (Verint Mandate) Good Communication Skills both Vocal and Written Qualifications: Graduate 10+ years experience with any WFM Tool, Forecasting & Scheduling, Capacity planning, Budgeting or Operations Planning along with team management Worked in Back office / Front office environment (Emails, Calls, Chat) Working conditions: Individual should be comfortable to work in a Contact Centre, 24x7 business environment. Cross training of functions within WFM will be provided as necessary. Location: This position can be based in any of the following locations: Gurgaon For internal use only: R000106867
Posted 1 month ago
1.0 - 5.0 years
2 - 3 Lacs
Chennai
Work from Office
Responsibilities Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the phone. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign. Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics. Provide historical reporting compilation as required by the campaign. Manage and enter real time exceptions in WFM software. Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime Track the everyday attendance and provide recommendations for understaffing and overstaffing Review and analyze call/case arrival patterns and provide recommendations to improve customer practice Qualifications One year prior experience working with workforce management technologies preferred. One year using one of the following systems: Intercom, Salesforce, Genesys, or any other WFM tool. Experience with call center reporting and metrics preferred. Proficiency in Microsoft Office Applications including Word, Power Point, Excel, Tableau and other relevant software required. Graduate/ B Degree. Strong Analytical Skills required to critically assess situations and make decisions in real time. Excellent problem solving and decision-making skills. Ability to operate effectively in a team environment. Excellent oral and written communication skills and interpersonal skills.
Posted 1 month ago
3.0 - 5.0 years
7 - 9 Lacs
Dehradun, Uttarakhand (Uttaranchal), India
On-site
KARMA STAFF DEHRADUN JOB DESCRIPTION Job Title: General Manager Job Location: Dehradun Job Type: Full-Time Salary: Rs 60-80K/month with an opportunity to earn a monthly bonus Job Description : Karma Staff is a leading provider of staffing solutions in Dehradun, dedicated to delivering exceptional service to our clients in the USA. It is an initiative to educate and train people, and then provide jobs that are both personally fulfilling and professionally rewarding with a goal to uplift the community. We pride ourselves on our commitment to excellence and our ability to meet the unique needs of our clients. We are seeking an experienced and dynamic General Manager to lead our BPO/KPO operations. The ideal candidate will be responsible for overseeing daily operations, managing client relationships, ensuring financial performance, and driving strategic initiatives to achieve business goals. The General Manager will also take direct reports from the onboarding team, retention team, client services, recruitment, sales team, and booking. Key Responsibilities : Operational Management : Oversee daily operations to ensure efficiency and effectiveness. Manage resources and streamline processes. Ensure compliance with industry standards and regulations. Client Relationship Management : Build and maintain strong relationships with clients. Understand client needs and ensure service delivery meets expectations. Address client issues and concerns promptly. Financial Management : Manage budgets and control costs. Ensure financial targets are met. Conduct financial planning, analysis, and reporting. Oversee profit and loss management to ensure the financial health of the organization. Team Leadership : Lead and motivate a diverse team. Handle recruitment, training, and performance management. Foster a positive work environment. Take direct reports from the onboarding team, retention team, client services, recruitment, sales team, and booking. Strategic Planning : Develop and implement business strategies to drive growth. Conduct market analysis and identify opportunities for expansion. Set long-term goals and objectives. Quality Assurance : Ensure high standards of service quality. Implement quality control measures and conduct regular audits. Continuously improve processes. Risk Management : Identify and mitigate business risks. Develop risk management plans. Ensure compliance with legal and regulatory requirements. Customer Satisfaction : Deliver exceptional service to ensure high levels of customer satisfaction. Address customer feedback effectively. Qualifications : Master's degree preferred in any discipline, but a Bachelor's degree is mandatory. Proven experience in a senior management role within a BPO/KPO environment. Minimum of 3 to 5 years of Process Manager experience. Strong leadership and team management skills. Excellent client relationship management abilities. Strong organizational and multitasking skills with attention to detail. Proficiency in MS Office and other relevant software. Strong people skills and negotiation skills when required. Solid financial acumen and budget management experience. Strategic thinker with strong analytical skills. Exceptional communication and interpersonal skills. Ability to work in a fast-paced and dynamic environment. Compensation/ Benefits: Competitive salary and benefits package, with a starting monthly salary of 60k to 80k Opportunity to earn a monthly bonus Training provided with a stipend Opportunity to work with a dynamic and growing team Professional development and growth opportunities If you meet these qualifications and are interested in this position, please send your CV today Contact details: [HIDDEN TEXT] Job Type: Full-time Pay: ?60,000.00 - ?80,000.00 per month Benefits: Commuter assistance Health insurance Leave encashment Paid sick time Paid time off Provident Fund Schedule: Monday to Friday Night shift Rotational shift US shift Weekend availability Supplemental Pay: Overtime pay Performance bonus Ability to commute/relocate: Dehradun, Uttarakhand: Reliably commute or planning to relocate before starting work (Required) Education: Master's (Required) Experience: Worked as Operations Manager:3- 5 years (Required) Customer service or client servicing: 3 years (Required) International / US voice process: 3 years (Required) Language: English (Required) Work Location: In person
Posted 1 month ago
2.0 - 7.0 years
4 - 9 Lacs
Chennai
Work from Office
Job Overview Name of the position : HR Workforce Administrator Role: BPS Team Member Location: Chennai Timing: 9:00 AM to 6:00 PM IST Preferred Experience and Competencies required : 2 - 8 years of experience in Indian Hire to Retire process. Knowledge of HR Workforce Administration process. Employee eligibility requirements, understanding of HR process and tools Knowledge of Personal Employee Data Services, Policies and Tools Knowledge of Time & Attendance Leave Administration, Data management tools, and Pay practices. Knowledge of HR process administration Good Analytical Skills Experience in handling employee Hire to Retire Cycle The primary task is to process all HR activities that are handled accurately and timely. Process-specific Responsibilities Experience in Indian HR processes Experience of handling a wide range of diverse, sensitive, and confidential activities within a customer facing environment An understanding of Indian taxation An understanding of HR and Payroll system and calculations Technical Experience MS Office tools (i.e. Excel, Word, Power point) Experience in HR and Payroll tool and Application tracking systems Required Competencies Analytical skills and attention to detail- The Payroll specialist should have the skill to look at complex numbers and try to find disparities and cost-saving areas. Communication Skills - The Payroll specialist will need good listening and communication skills when working with clients, listening to issues, and acting in the right/ accepted manner will be most important. Organizational Skills Working gets hectic during peak times as per nature of work. Knowing about every document and client will be of great help. Taking Ownership - Accountable for integrity systems, coherence of strategic choice & wisdom of policies/ accountability for results and tasks. #If Interested, Kindly share CV along with below details to mohamed.navayuga@gmail.com for faster Application Registration process. Total year of experience: Relevant year of experience: Full Name: Mail ID: Phone Number: Date of Birth: PAN Number (Mandatory for Registration): Current Location: Preferred Location: Current CTC: Expected CTC: Official Notice Period: Currently Serving Notice: Any Career Gap or Educational Gap: Reason for Gap: Graduation Degree: Graduation done in Regular/Distance:
Posted 1 month ago
2.0 - 3.0 years
2 - 4 Lacs
Pune
Work from Office
Position: RTA/Workforce Management (Call Center/BPO) Location: Pune 24*7, BPO Job Summary: As an RTA/Workforce Management (WFM/RTA) consultant , you will play a crucial role in optimizing workforce efficiency and ensuring the smooth operation of the workforce management function. You will be responsible for overseeing the forecasting, scheduling, and real-time management activities, as well as providing insights and recommendations for process improvement. Your expertise and leadership will contribute to the achievement of service level goals, client satisfaction, and operational excellence. Key Responsibilities: Workforce Planning and Forecasting: Expert in Managing Service Level and controlling Leakages Forecasting & Scheduling manpower as per business requirement Maintaining and recommending the Manpower requirement to higher management, based on current situation and future requirement Planning and implementing the new projects as per the requirement of the Organization to reduce the cost and maintain the efficiency of work with less number of Manpower Managing cost & quality benefits Involved in Analyzing IVR call log files to determine root cause of production issue, IVR UAT testing and implementation Must be having hands on experience in Capacity Planning, Forecast and Volume Management, Delivery management, Roster, Client Management Must be holding experience in WFM Tools such as IEX / Variant etc. Handling Manpower planning is the key responsibility Utilize historical data, industry trends, and forecasting techniques to accurately predict call volumes, chat volumes, or any other relevant workload parameter. Collaborate with operational teams and clients to gather necessary information for workforce planning. Develop staffing models and create long-term, mid-term, and short-term forecasts to optimize resource allocation and ensure service level goals are met. Scheduling and Shift Management: Oversee the creation of staffing schedules that align with forecasted workloads, client requirements, and service level agreements. Ensure optimal shift patterns, breaks, and rotations to maximize workforce productivity and efficiency. Monitor adherence to schedules, identify gaps or issues, and provide timely resolutions to maintain optimal staffing levels. Real-Time Management and Monitoring: Continuously monitor real-time performance and make immediate adjustments to schedules to address unforeseen staffing shortages, overages, or service level deviations. Implement strategies to mitigate potential issues, such as adjusting breaks, reallocating resources, or initiating overtime as needed. Maintain constant communication with operational teams to ensure smooth execution of staffing plans and resolve any real-time challenges. Reporting and Analysis: Generate regular reports and analyze workforce data, including forecasting accuracy, scheduling efficiency, adherence metrics, and other key performance indicators. Identify trends, patterns, and areas of improvement to optimize workforce utilization and enhance operational efficiency. Provide insights and recommendations based on data analysis to stakeholders for process improvement, staffing adjustments, and overall workforce optimization. Team Management and Leadership: Foster a positive and collaborative team culture, encouraging knowledge sharing, best practices, and continuous improvement. Conduct regular performance evaluations, set goals, and provide feedback to drive individual and team performance. Stakeholder Collaboration: Collaborate with cross-functional teams, including operations, recruitment, training, and quality assurance, to align workforce plans with business objectives. Engage with clients and internal stakeholders to understand their workforce requirements, address concerns, and provide updates on workforce management activities. Act as a trusted advisor to senior management, providing insights, recommendations, and strategic guidance related to workforce management. Qualifications and Skills: Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent work experience). Proven experience in workforce management or related roles within a BPO environment, with at least 2 years of experience. Strong analytical and problem-solving skills, with the ability to work with large data sets and derive meaningful insights. Proficiency in using workforce management software, such as Aspect, Verint, or similar tools. Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner. Strong organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment. Detail-oriented and proactive mindset, with a focus on continuous improvement and operational excellence. Ability to lead and motivate a team, fostering a positive and collaborative work environment. Knowledge of BPO industry operations, metrics, and service level requirements. Ability to build effective About IGT IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, with 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGTs global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA. IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC, Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements. Disclaimer : 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 I nterested candidates can share their cv at Nidhi.rastogi@igtsolution.com contact no- 8630322833
Posted 1 month ago
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