DM- 6+ Years - Capacity planning, Scheduling/forecasting and reporting is must. - Has to be strong in Reporting (advance excel, VBA and Macros). - Excellent theoretical and practical understanding of resource planning methodologies and call centre and back office dynamics - Must have experience in building RFP, Revenue Projections and Budget Plan - Thorough understanding of different billing models and impact of WFM for each - E WFM Tool - Aspect or IEX Total View - Excellent verbal, written communication and influencing skills - Experience on Workforce Strategy and Planning including Demand and Supply Forecasting for Resource and Cost Optimization - Implementation of WFM Systems & Resource Planning tools / methodologies - Should have working experience in Seat Management - Must have strong knowledge of workforce management software, in addition to excellent excel and resource plan modeling skills - Preparing of schedules using Erlang for different queues across multiple locations - Work closely with the Operations Director, Manager and Supervisors - Manpower Planning for optimal utilization of resources - Must have the experience to handle Capacity Planner and Scheduling team - Propounding scheduling templates, Automation of daily deliverables using VBA for MS Excel, work patterns, business rules, and break / offline activities management to improve the accuracy of scheduling and achievement of organization goals - Analyse forecasted volume with consideration to historical trends and initiatives known to impact workload minutes or staffing - Creation of Capacity Plans based on the 18 or 36 months outlook and FTE required. Highlight risks to operations pertaining to future SL outlook. - Coordinate with various departments and perform all capacity planning activities in facility - Assist finance departments and prepare plans for all demands for various departments. - Ensure compliance to all guidelines and ensure optimal utilization of all resources. - Should have Mathematics / Statistics background - Thorough knowledge of advanced MS excel is a must - Knowledge of call center technology metrics processes and practices - Must understand the Workforce management cycle and concepts - Basic exposure/understanding to tools like CMS/Nortel/Aspect will be an added advantage - Exposure to WFM software like IEX, Verint impact (Blue pumpkin), eWFM will be an added advantage - Basic exposure/understanding to tools like CMS/Nortel/eWFM will be an added advantage - Willing to work night shifts - Good communication skills - Should be a graduate

Bangalore

Deputy Manager - Workforce Management - BPO 

Job Description for Deputy Manager - Workforce Management - BPO  in Human Fra in  Bangalore for (6-9) years of experience. Apply Now!