Senior Manager - Workforce Planning/WFM - BPO

Senior Manager (WFM) - Workforce Planning for an MNC BPO in Bangalore.

Job Description :

- Interpret and improve forecasting models using data collection, data analysis and statistical tools.

- Create optimal capacity plan for TRMS Operations business by managing trade-offs between Customer Experience and Cost Effectiveness.

- Coordinate with Operations and Finance teams to analyze historical data and demand forecasts and build out headcount planning models for future growth.

- Mitigate capacity risks by managing dependencies across multiple operational teams and sites

- Capacity planning for new business/sites

- Clearly communicate dependencies and manage/track exceptions with Senior Management.

- Manage the daily, weekly, and monthly reporting of capacity performance in each site via Key Performance Indicators.

- Support local site management and workflow teams to optimize staffing requirements.

- Help manage Investigation and contact routing, monitoring systems and providing recommended workflow options and directives to maintain acceptable service levels.

- Project management skills are required for success in this role.

Desired Candidate Profile :

- Master's Degree or higher in a quantitative field (engineering, economics, mathematics) required.

- 9 - 15 years of work experience and currently working in an MNC BPO as Senior Manager WFM handling the Workforce Planning Function.

- Operational experience in a high volume call and/or technical support environment.

- Basic/Working knowledge of Six Sigma tools and Lean techniques.

- Previous Capacity Planning experience as well as business intelligence and analytics.

- SQL and basic programming experience to automate tools whenever appropriate.

- High level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.

- Excellent speaking-listening-writing skills, attention to details, proactive self-starter and should be flexible to work in shifts.

Interested candidates can mail their profiles or call us @ 040-40101210/11.