Assistant Manager - WFM
Assistant Manager - WFM
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Ideal candidate should have Workforce Management experience from BPO industry.
Should be working either as Team Lead or Assistant Manager in BPO WFM department for a minimum of 2 years.
Should have managed a team
Should have knowledge/hands on experience in generating Long Range Forecasting and Capacity Planning
Excellent communication skill in oral and written
Should have experience in Client and Stakeholder management
Should have good Knowledge of MSOffice and Power BI
Should have good Knowledge of Budgeting and other metrics Should have Indepth understanding of the various call center metrics and their impact on each other.
Should be able to understand manage and report metrics like Service Level Occupancy Attrition Shrinkage Staffing etc.
Manage Service Level & Abandon
Managing Shrinkages Schedule & Break adherence
Escalating deviation to the planned schedules
Initiating proactive alerts related to performance.
Publishing intraday snapshots / reports
Informing Operations of mitigation plans
Managing exceptions
Stakeholder Management
Ensuring that Compliance standards are met regarding Data reports accuracy.
Ability to interpret correspondence and intended outcome accurately.
Demonstrate high standards of personal performance.
Proven track record of delivering results and leading teams in a dynamic business environment.
Qualifications :
Grade 12
Preferred post matric qualification in similar field
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
