24/04 Anu Yadav
VP - HR at IndiaLends

Views:1305 Applications:60 Rec. Actions:Recruiter Actions:59

IndiaLends - Manager/Senior Manager - Workforce Management (5-7 yrs)

Gurgaon/Gurugram Job Code: 690142

Key Responsibilities

Plan & implement the overall strategy for Workforce Management for the organisation including but not limited to:

- Administration, setup and utilization of Dialer based reporting

- Administration of communication channels to and from Operations and other support departments

 Collection, analysis and reporting of:

- Operations performance statistics

- Agent/team/process level performance statistics

- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives

- Manage long-term forecast / staff plan and lead monthly staff planning

- Work with Human Resources, Recruiting, and Training to coordinate the hiring and training

- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time

- Oversee call routing/re-routing to manage performance to meet service level requirements

- Strong dialer management and capability of handling complex flows across organisation

Preferred Candidate Profile : 

Experience: 

- Overall - 5-7 yrs in Workforce Management (capacity planning, forecasting, scheduling, real-time management)

 Qualitative Experience

- Experience with Ameyo, CRM applications or comparable systems strongly preferred

- Proven experience in process improvement, change management and overall operational excellence (LEAN or Six Sigma certification preferred)

- Knowledge of Contact Centre methodologies and operational principles

Key Competencies/Skills/Experiences : 

- Excellent communication - written and verbal

- Analytical approach to problem-solving

- Advanced knowledge of MS products, particularly Excel, SQL (added advantage)

- Ability to organize/analyze data in a structured manner

- Influencing Skills

Women-friendly workplace:

Maternity and Paternity Benefits

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