Manager -WFM || Pune

Key Deliverables:

• Lead capacity planning, scheduling, forecasting, and real-time management for BPO operations
• Deliver timely and accurate WFM and MIS reports with actionable insights
• Drive KPI performance, manage outages, and optimize workforce efficiency
• Liaise with operations, stakeholders, and clients for performance updates and requirements

Role Responsibilities:

• Monitor KPIs, shrinkage, SL, AHT, and RTA metrics daily
• Manage internal/external client requirements and ensure data accuracy
• Utilize WFM tools like IEX and Excel for dashboard/report automation
• Support 24/7 operations with proactive solutions and shift flexibility

Key Deliverables:

• Lead capacity planning, scheduling, forecasting, and real-time management for BPO operations
• Deliver timely and accurate WFM and MIS reports with actionable insights
• Drive KPI performance, manage outages, and optimize workforce efficiency
• Liaise with operations, stakeholders, and clients for performance updates and requirements

Role Responsibilities:

• Monitor KPIs, shrinkage, SL, AHT, and RTA metrics daily
• Manage internal/external client requirements and ensure data accuracy
• Utilize WFM tools like IEX and Excel for dashboard/report automation
• Support 24/7 operations with proactive solutions and shift flexibility