Description
We are looking for a Deputy Manager WFM with 2-5 years of experience to join our team. The successful candidate will be responsible for ensuring the effective and efficient management of the Workforce Management team, ensuring that service levels are met, and that staffing levels are optimized. The role will be based in India, and will require a flexible approach to working hours.
Responsibilities
- Manage the Workforce Management team, ensuring that service levels are met and that staffing levels are optimized
- Develop and implement workforce planning strategies to ensure that staffing levels are aligned with business needs
- Monitor and analyze key performance indicators to identify opportunities for improvement
- Ensure that the Workforce Management team is trained and developed to deliver high-quality services
- Collaborate with other departments to ensure that workforce management processes are aligned with business needs
- Provide regular reports to senior management on workforce management performance
Skills and Qualifications
- 2-5 years of experience in Workforce Management, preferably in a contact center environment
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Experience with workforce management software, such as Verint, Genesys, or Aspect
- Strong knowledge of Excel and other MS Office applications
- Ability to work in a fast-paced environment and manage multiple priorities
- Fluent in English and Hindi