Job Requirements
Job Requirements
Role/Job Title: Workforce & MIS Manager
Business: Customer Service
Function/ Department: Workforce Management & MIS
Place of work: Juinagar
Roles & Responsibilities
1 Carry out WFM functions for CDC
publish service levels
publish projected call volumes based on customer base/time of month
publish rostering requirements based on projected call volumes
identify resourcing shortages
2 Carry out WFM functions for GRD and email teams
publish service levels
publish projected email volumes based on customer base/time of month
publish rostering requirements based on projected email volumes
identify resourcing shortages
3 Carry out WFM functions for Loan Centers
publish service levels
publish projected walk-in volumes based on customer base/time of month
publish rostering requirements based on projected volumes
identify resourcing shortages.
Secondary Responsibilities
1. identify opportunities to automate WFM and MIS functions
- identify MIS requirements for new businesses like credit card and operationalize
Key Success Metrics
Accurate manpower projections to meet desired service levels; timely and accurate publication, automation of WFM/MIS function.
