Role: Workforce Manager
Location: Iloilo
Mode: Work from Office
Job Responsibilities (Manager WFM) -
- Responsible to manage capacityPlanning, Scheduling, Forecasting, Real Time Management, and Reporting
- To coordinate with operations and various departments on a regular basis
- Daily Monitor all required KPIs effectively to ensure they meet their targets
- Manage ad-hoc requirements from Ops & any other functions
- Discuss daily / weekly performance with stakeholders
- Should be able to handle & achieve the departmental requirements
- Experience in any WFM tools IEX, Avaya, Variant, Blue Pumpkin
- Maintain data integrity
- Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management, Reporting
- Capacity planning, Forecasting and Scheduling & Accurate and Timely reporting
- Accurate and Timely reporting
Required Candidate profile
- Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting
- Good communication skills (Role requires interaction with Sr. Leadership and customers)
- Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
- Knowledge of IEX preferable
- Should have exposure to standard WFM tools
- Should be sound in his knowledge of IEX
- Should be able to think on the feet to make decisions related to steps which would impact business
- Candidate should be ready to work in a 24*7 and rotational shift environment
- Excellent communication.
- Designated as Manager (or) equal to it
- Should be from a BPO Background WFM vertical
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
