WFM - Team Leader / Assistant Manager Golden Opportunities Pvt Ltd

5.0 - 7.0 years

10 - 14 Lacs

chennai

Work from Office

Job Role & Responsibilities :5-9 Years experience in Develop and manage short- and long-term forecasts based on historical data and business trends. Create and maintain agent schedules to meet SLA and productivity targets. Monitor real-time performance and adjust staffing as needed. Collaborate with Operations, QA, and Training teams to align workforce strategies. Analyse shrinkage, occupancy, and adherence metrics to optimize efficiency. Generate WFM reports and dashboards for leadership review. Lead a team of WFM analysts and planners. Strong analytical and Excel/Google Sheets skills. Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys). Experience in multi-channel support environmen...

Posted 1 week ago

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