Urgent Job Opening – Manager – WFM for world's leading service and outsourcing UK Based company based at Bangalore.

We are looking for Manager – WFM for world's leading service and outsourcing UK Based company based at Bangalore.

Relocation Expenses involved will not be borne by the client.

Our Client is a major player in a fast expanding public services and outsourcing market. Our Client operates in Europe, the Middle East, Asia Pacific and North America. Over 30% of its turnover comes from outside the UK, and the range of our activities varies from region to region. More than 70,000 employees deliver mission-critical services to government and private clients in over 30 countries.

They provide a hallmark of the services in IT & BPO outsourcing, local government, home affairs, defense, science, nuclear, health, education, welfare to work and to the private sector.

Languages - English with (any one south Indian languages mandatory )

Salary - 6 L Max (incl all)

Work experience - 7+ years, Minimum 4 year with relevant experience

Core Job Purpose

- Forecasting for volumes, AHT, shrinkages etc.

- Scheduling, Roistering, Reporting & Analysis and ensures accuracy of forecasts.

- Interaction with Operations/Client to understand staffing requirements and reporting.

- Calculating staffing requirements for the forecasted volumes

- Plan for the impact of special events on the forecasts

- Analyze daily call trends and adjust forecast when necessary

- Ensures service level goals are met

- Manage WFM team for operations and support

- Make project plans and lead

- Check daily reports, add value and suggest alterations in reporting.

- Manage site WFM teams to support SLA's

- Resolve escalated issues and requests from site management

- Route cause analysis of SLA deviations, action plan development and resolution

- Monitor Attendance, Drive efficiencies, control leakages

- Consolidate remotely operated accounts to present management with a single view

- Produce and analyze daily efficiency reports, on the cost levers, find ways to optimize revenue with the given resources, handling the billing data for the BU

- Oversees the accurate compilation and distribution of information and reports to stakeholders

- Handling customer escalations

- Conducting reviews at regular intervals

- Would be responsible for analyzing trends and daily MIS to track leakages in the system

- Setting performance targets, measure, monitor and highlight issues for individual CSR's and Team

- People management responsibilities

If the above profile suits you, please forward your updated resume alongwith the below mentioned details at priyanka.c@wizecareers.com

Total Exp :
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Current Desgn :
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Expected CTC :
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Priyanka
WizeCareers Consultants
http://in.linkedin.com/in/priyankachhikara