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Job Title : Assit. Manager - WFM Qualification : Any Graduate Experience : 9+ Years Must Have Skills : l In-depth knowledge of workforce planning, forecasting methodologies, scheduling best practices, and performance analytics. l Proficiency in workforce management software/tools (e.g., workforce scheduling, forecasting, and analytics software). l Strong analytical and problem-solving skills, with the ability to interpret data and provide strategic recommendations. l Excellent leadership, communication, and interpersonal skills with the ability to collaborate effectively across teams and levels of the organization. l Change management experience and the ability to drive process improvements and adapt to changing business needs. l Minimum English at CEFR Grade A4 (intermediate) or equivalent. l Strong Verbal/Written Skills & Customer-focused service skills, and Soft Skills. Good to Have Skills : Foundation Skills: Time/Task Management, Attention to detail, Conflict Management, Decision Making & Judgment, Communicating, Presentation, Influencing Roles and Responsibilities : • Lead and manage the WFM team, providing guidance, support, and mentorship to ensure the team's success in meeting objectives and KPIs. • Develop and execute workforce management strategies that align with the company's operational needs and service level targets. • Oversee forecasting processes, analyzing historical data and trends to accurately predict staffing needs and future workload demands. • Manage scheduling activities, ensuring efficient allocation of resources while considering employee preferences, skills, and compliance with regulations. • Analyze workforce performance metrics and trends, providing actionable insights to drive continuous improvement and enhance operational efficiency. • Collaborate cross-functionally with departments to align workforce strategies with broader organizational objectives. • Oversee the utilization and optimization of workforce management tools and systems, implementing enhancements or upgrades as needed. • Ensure compliance with labor regulations, company policies, and industry standards in all workforce management activities. • Drive change management initiatives related to workforce processes, fostering a culture of adaptability and innovation. • Best In Class (BIC) Process: Can apply their creativity to deliver value through domain and process knowledge with an ability to design, improve and innovate processes and services delivered to the client. Demonstrates an ability to access and apply knowledge available through the practice knowledge bases and understand the relevance of the information that they find. Can perform activities in accordance with company's methodologies, desk-top procedures and policies • Technology Intelligence: Having skills, knowledge and attitude to enable BSV delivery and drive competitiveness through technology. Being familiar with advances in technology and Company's platform offers and how they can be best deployed to address specific client situations and drive enhancements • Commercial Control: Focusing on delivering competitiveness and financial results of the services provided by company through driving efficiency, cost control, continuous improvement, risk management and the right allocation of assets to deliver innovation and required outcomes. • Advanced Analytics: The systematic approach to transform data and information to actionable insights. To make data driven decisions by focusing on driving insight and determining the next best action. E.g. drive meaningful insight for the clients on cost reduction, revenue improvement, working capital and total cost of ownership Location : Kolkata Notice period : Immediate - 30 Days Shift Timings : US Shift Mode of Interview : Virtual Mode of Work : WFO (work from office) Mode of Hire : Permanent Meera HR Analyst Black and White Business Solutions Pvt Ltd Bangalore, Karnataka, INDIA. Direct Number: 8067432469 meera.m@blackwhite.in | www.blackwhite.in ************************PLEASE REFER YOUR FRIENDS***********************
