Senior Manager - Workforce Management - Telecom

Senior Manager WFM

Responsible for capacity planning for Mobility, e-Commerce & other business segments (Voice & Non-Voice) along with seat utilization target achievement.

Work with outsourced partners & ensure that BAU activities & deliverables are discharged as per agreed timelines & maintain process controls.

Verify & validate forecast generated & provide inputs to improve forecasting accuracy & target attainment

Oversee MI delivery & ensure that WFM tool is updated with correct rules, hierarchy etc to ensure data authenticity

People & stakeholder management

Graduate/MBA, with 10+ years experience of which 6-8 years of relevant WFM Experience

Experience to manage scale, variability and complexity of Operations Planning and Research

Experience of setting up WFM tools & MIS of similar size & complexity

Relevant work experience in Domestic telecom & experience in WFM tools such as NICE Totalview, Aspect eWFM would be an added advantage

Please mark subject line as 'Sr Manager WFM'