AGM - Workforce Management - BPO

The opportunity is for an International process and entails US Shifts (night shifts)

About our client : Our client extensively works in the area of telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. It has about 40,000 employees in 65 worldwide locations

Role Profile :

- Manage WFM Productivity Metrics, Contact centre Operational dashboards and Capacity Planning.

- Drive FTE and headcount computations and provide WFM solutions for RFPs and RFIs.

- Managing teams - Sr Manager, Managers, Deputy Managers, Asst Mangers and team leaders.

- Communicate ideas and concepts clearly and concisely, while also being open to receiving feedback and direction as required.

- Work collaboratively on a multidisciplinary team.

- Interact with Senior Management.

Desired profile :

- Candidate should have a minimum of 15 years of experience working in International BPOs in Work Force Management.

- Hands on experience and proficiency in WFM tool Aspect 7.X is a must. IEX & Verint Impact 360 Knowledge will be a plus.

- Hands on experience in Forecasting, Scheduling, Reporting & Real Time Management.

- Experience in working with North American clients is a must.

- Should possess excellent written & verbal communication skills.

- Should be detail-oriented, able to work well under pressure and adhere to tight deadlines.