Head / Senior Manager Wfm - Bpo - Gurgaon
- IGT Solutions
- 12 - 18 years
- Noida, Gurugram
- 3 years ago
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Job Description
IGT Solution's hiring for Head / Senior Manager WFM for Gurgaon Location.
Interested candidate's are requested to please share an updated resume at
So**********l@ig*********s.com
May please find the below job specifications for your reference for the position :
Job Responsibilities -
- Responsible to manage capacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting
- To co ordinate with operations and various departments on a regular basis
- Daily Monitor all required KPIs effectively to ensure they meet their targets
- Effectively manage outage scenarios
- Manage ad-hoc requirements from Ops & any other functions
- Discuss daily / weekly performance with stakeholders
- Outlier management for all efficiency parameters
- Analysis Strong Analytical skills
- 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
- Client Management Internal and External
- Ability to work on data and generate various types dashboards, reports/ad-hoc reports
- Meeting client requirements within TAT and with accuracy
- Ability to handle high level data analysis and data
- Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue
Desired 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 Assistant Manager (or) equal to it
- Should be from a BPO Background WFM vertical
Perks and Benefits
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
Job Classification
Industry: BPO / Call CentreFunctional Area: Other,
Role Category: Other
Role: Other
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Doctorate Not Required, Any Doctorate
Contact Details:
Company: IGT Solutions Private LimitedAddress: Infotech Centre, 14/2, Old Delhi Gurgaon Road, Dundahera, GURGAON, Haryana, India
Location(s): Noida, Gurugram
Keyskills: Forecasting Capacity Planning Workforce Management RTA WFM Management Reporting BPO Scheduling Workforce Planning MIS Real Time Analysis Data Analysis Dashboards Strong Analytical Skills Call Center
IGT Solutions
IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.Established in 1998, with 100% focused on the Travel indus...
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