Malad, Mumbai |   600000 - 720000 P.A.

5-7 years

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

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

Please note - due to the number of applications we receive, we will only be able to respond to successful candidates.