A managerial position of workforce management with overall 8+ years of experience. The candidate would need to be experienced in managing change through work migration projects, who provide project management expertise for complex projects to ensure on-time delivery. LOCATION: Kolkata, India Responsibilities : - Good communication, facilitation, and interpersonal skills. - Must be proficient with Microsoft Office products like Windows, Word, Excel, and PowerPoint required. - Good experience on Scheduling on Excel (using Erlang or other models) for the Process/Processes to ensure forecasted service level (SL) for the day is met / maximized. - Ensuring that the staffing schedules meet the requirements satisfactorily. - Ability to perform Capacity planning for the Process/Processes on a rolling 3 months basis to help generate a hiring plan - Work closely with RTAs (Real Time Analysts) to provide WFM support. - Perform root cause analysis on need basis suggest corrective action - Staffing and Leave planning based on volume trends. - Building Client relationship with effective communication - Provide reports pertaining to Service Levels, staffing requirements and Forecast deviation. Qualification and Skills : - 8-10+ Years of experience out of which 2 years experience in leading workforce management team in Outsourced contact center environment with multiple clients and regions - Excellent analytical skills attention to detail - Ability to lead calls with clients / other business function independently - Should have excellent client handling skills - Ability to handle pressure - Timelines and Customer Demands - LEAN/Six Sigma Trained, Tested Certified - In-depth understanding of the various call center metrics and their impact on each other - Excellent knowledge of Advanced Excel, Erlang models Avaya CMS - Knowledge of Forecasting techniques would be an added advantage - Leads by example with High Value and Integrity WHAT IS IN IT FOR YOU: - A meritocratic culture with great career progression. - Fast track career growth

Kolkata

Manager - Workforce Management - BPO 

Manager - Workforce Management - BPO  ,Job Description for Manager - Workforce Management - BPO  in Crescendo Global in  Kolkata for (8-13) years of experience. Apply Now!

Job Description for Manager - Workforce Management - BPO  in Crescendo Global in  Kolkata for (8-13) years of experience. Apply Now!