Leadership Role - Workforce Management

Salary offered: 8 - 20 LPA

- Long Term & Short Term Forecasting, analyze historical trends.

- Capacity Planning & Hiring Requisition including follow-up with Hiring Team

- Short Term Forecasting, Staffing & Scheduling.

- Optimize and redeploy effectively the available manpower

- Service Level prediction & Analysis including Root Cause Analysis for adverse performance

- Real Time Management

- Baseline of WFM metrics such as shrinkage, attrition, AHT, utilization, productivity

- Headcount inventory management along with vintage wise data

- Maintaining Training certification records basis trainings scheduled

- Agent Skill matrix management

- Avaya ACD management

- Verint WFM Reports

- Work Force Management knowledge on Verint Impact 360 WFM suite

- Analytical ability to find solutions / outcomes / results

- Excellent written and verbal English.

- Advanced Excel knowledge

- Good communications, strong analytical and interpersonal skills.

- Willing to work in shifts