Workforce Management Assistant Manager (WFM)

Designation: Assistant Manager

Department: Record Retrieval - WFM

Location: Gandhinagar

Shift: 2 PM to 11.30 PM IST

Duties and Job Responsibilities:

• Manage Workforce Management Department independently with help of WFM Lead and WFM Executives
• Manage queue prioritisation and allocation for onshore contact center with 200+ agents
• Manage multiple campaigns and priorities to cater business needs
• Monitor and manage both inbound & outbound SLAs in collaboration with contact center
• Assist contact center with required reporting, BIs & Realtime Monitoring of remote agents
• Prepare forecasting and weekly projections to calculate staffing needs to ensure smooth operations
• Keep continues improvement as ongoing initiative
• Manage team and processes with full accountability to ensure all SLAs are met
• Successfully deliver adhoc assignments and mini/internal projects with outcome

Competencies Required:

- Excellent Communication and presentation skills

- Should be logical and analytical - Should be able to manage multiple LOBs and stake holders

- Problem solving

- Good with MS tools

- Good with Data and BIs, should be able to present case studies in front of leadership

- Should have 4-5 years of Leadership experience in international process - Workforce Management