Workforce Manager


Mumbai Salary: 600000 - 720000 P.A.


Job Description:   

Candidates with experience in Contact Center Workforce Management position and excellent in Advance Excel and Reporting are eligible for this role.

Candidates should also be excellent in English communication.

Responsibilities: 

  • Support and serve as a subject matter expert for forecasting, planning, and staffing in an environment with a high degree of complexity. support and serve as a subject matter expert for forecasting, planning, and staffing in an environment with a high degree of complexity.
  • Work with Management to design and agree service deliverables
  • Provide real-time escalation, recovery, and restore capabilities for any failure of service;notify any major issues to Workforce, Capacity and Operations
  • Manages business activities such as root cause analysis, profile management, new marketplace and other areas.
  • Identify and incorporate workload arrival pattern changes into long term FTE forecasts
  • Review metrics with all levels of leadership team to ensure consistent performance
  • Focused on establishing and maintaining all workforce management goals associated with tracking, analyzing, capacity planning, headcount requirements, shrinkage, attrition and performance

BASIC QUALIFICATIONS

  • Bachelor’s degree.
  • 5+ years’ experience in Contact Center Workforce Management position required.
  • 2+ Years of experience in people management.
  • Excellent analytical and mathematical skills.
  • Excellent written and verbal communication skills
  • Ability to build and leverage relationships with Management
  • Experience in predictive modeling/forecasting or operational analysis

PREFERRED QUALIFICATIONS

  • Degree in statistics, applied mathematics, computer science, engineering, or closely related concentrations.
  • Proven expertise knowledge with Aspect.
  • Proficient in Microsoft Advanced Excel, Access and SQL
  • Must possess a strong background in statistical methods, modeling techniques, and expert level user of MS Excel / Suit

Work Days: Monday to Saturday


Location: Malad, Mumbai

Experience: 5-7 years'

Salary: 600000 - 720000 P.A.

Qualification: Any Graduate preferred in Mathematics, Economics, Computer Science, Information Management or Statistics

Keyskills:   Advanced Excel, Access, SQL, analytics, reporting, workforce management, workforce, contact center

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