Manager - WFM - Contact Center Support/Workforce Management

Manager (Pure WFM)

Department : Contact Center Support / Workforce Management

Job Summary : Manages WFM function-Planning lead

Location : Pune

Shift: General Shift

Key Responsibilities And Duties:

- Responsible to meet all internal & external client expectations.

- Front end all WFM reviews / meetings / calls internal & external for the aligned business

- Responsible to meet budget planning assumptions including SU, Revenue/FTE, Bench by process.

- Responsible for resource up-skilling, backup planning & people management for the aligned resources

- Should promote & lead process optimized projects for hard & soft savings

- Hiring and training WFM personnel on WFM tools and standard WFM Practices

- Administration of communication to and from Clients (internal & external) and other support departments

- Responsible for maximizing efficiency and occupancy while meeting service objectives

- Perform other duties and assignments as directed

Qualifications:

- Workforce management subject matter expert with at least 8 years of WFM experience

- Proficient in MS Word, MS Excel, MS PowerPoint, Blue Pumpkin, CMS & other WFM tools

- Strong mathematical, analytical, communication and organization skills

- Strong people management skills

- Self-motivated and MUST excel in a minimally managed, high profile position

Rekha
044-43443707