Full Time
    New Delhi (Moti Nagar)
    Posted 1 month ago

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    Job Profile:Assistant Manager – WFM (Forecasting, Capacity Planning and Scheduling)
    Category:WFM
    Job Location:New Delhi (Moti Nagar)
    Experience:4 to 5 Years
    Job Type:Full Time
    Education:Graduate
    Job Description:
    • Analyze Call Volume Trends & influencing factors, to identify weekly, daily & half-hour staffing requirements. Optimize agent schedules based on these forecasts. Prepare the monthly invoicing files and gather information and share the Hiring Planner
    • Responsible to manage Capacity Planning, Hiring Requisitions, Scheduling, Forecasting, Real-Time Management, and Reporting
    • Analyze Call Volume Trends & influencing factors, to identify weekly, daily & half-hour staffing requirements. Optimize agent schedules based on these forecasts
    • To coordinate with operations and various departments on a regular basis
    • Daily Monitor all required KPIs effectively to ensure they meet their targets
    • Discuss daily / weekly performance with stakeholders
    • Need to measure the performance against set KPIs for Individual/ Team/ Process.
    • Coordinate with Operations and other support groups and develop and implement standardized MIS procedures which result in process improvement
    • Monitor the team performance and perform regular audits to maintain and improve the MIS efficiency
    • Team mentoring and knowledge sharing by conducting training on MIS activities to increase staff expertise
    • Recommend and implement new technology solutions to improve productivity
    Desired Candidate:
    • Bachelor’s degree in Mathematics or Business preferred
    • At least 4+ years of direct experience in Workforce Management and Analytics, Capacity Planning, Hiring Requisitions, Scheduling, and Forecasting (minimum 2 years of supervisory experience is required)
    • Should have analytical proficiency and expertise in working on Advanced Excel, Access, SQL, or VBA in order to automate reports
    • Should be responsible for helping the team to publish Daily, Weekly, Monthly, and Yearly MIS reports (For Resource utilization, Team performance, Trend analysis, Productivity analysis, Dashboard preparation, and other MIS) as per business requirements within defined timelines
    • Should have analytical proficiency and expertise in working on Advanced Excel, Access, SQL or VBA in order to automate reports
    • Should have analytical proficiency and should be capable of understanding the client requirement and doing efficient capacity planning.
    • Knowledge of Aspect ACD or ContaQue Dialer and WFM background would surely be an additional advantage
    • Must demonstrate the ability to communicate effectively and should have interpersonal skills and the capability to supervise and motivate the team to work collectively and efficiently
    • Experienced use and/or implementation of Call Centre & Technology
    • Should be willing to join immediately and be open to working in a 24*7 environment with 5.5 working days. Also should have the ability to work varied hours, weekends, evenings, and holidays (if required)

    Job Features

    Job Category

    WFM

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