WFM Manager BPO

Job Role: WFM Manager The Workforce Management (WFM) Manager will be responsible for overseeing all aspects of workforce management within our contact center/BPO. This includes forecasting, scheduling, real-time management, and reporting to ensure optimal staffing levels and operational efficiency. Roles and Responsibilities 1. Forecasting and Planning: o Develop and maintain accurate forecasts for call volume, handling times, and staffing requirements. o Collaborate with operations and client teams to understand business needs and ensure alignment with WFM strategies. 2. Scheduling: o Create and manage staff schedules to ensure adequate coverage and meet service level agreements (SLAs). o Optimize schedules to balance operational efficiency and employee satisfaction. 3. Real-Time Management: o Monitor real-time performance and make adjustments to ensure service levels are met. o Manage intra-day staffing adjustments and communicate changes to relevant stakeholders. 4. Reporting and Analysis: o Generate and analyse WFM reports to provide insights and recommendations for process improvements. o Present findings to senior management and other stakeholders

Team Leadership: o Lead, mentor, and develop the WFM team to enhance their skills and performance. o Foster a collaborative and positive work environment. 6. Tools and Technology: o Utilize WFM software and tools to enhance forecasting, scheduling, and real-time management processes. o Stay updated with the latest WFM technologies and best practices. 7. Continuous Improvement: o Identify opportunities for process improvements and implement solutions to enhance operational efficiency. o Drive initiatives to improve employee engagement and retention. Requirements Bachelors degree in business, Management, or a related field. Masters degree preferred. 8-12 years of experience in workforce management within a contact center or BPO environment. Strong knowledge of WFM tools and software (e.g., NICE, IEX, Verint). Excellent analytical and problem-solving skills. Proven ability to lead and develop a team. Strong communication and interpersonal skills. Ability to work in a fast-paced and dynamic environment. Certification in workforce management (e.g., CWFM, CWPP) is a plus.

Call HR : 8657177805

Job Types: Full-time, Permanent

Pay: 50,000.00 - 70,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift
• Morning shift
• Rotational shift

Experience:

• WFM tools and software (e.g., NICE, IEX, Verint).: 8 years (Preferred)
• Workforce management BPO: 8 years (Preferred)
• workforce management (e.g., CWFM, CWPP): 8 years (Preferred)

Language:

• Excellent English (Required)

Work Location: In person