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Associate Manager, Workforce Management

Associate Manager, Workforce Management

PhonePe

3 - 6 years

3 - 6 Lacs

pune maharashtra india

Posted:2 weeks ago| Platform: Foundit logo

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Skills Required

risk mitigation forecasting workforce management access management reporting

Work Mode

On-site

Job Type

Full Time

Job Description

Key Deliverables:

Develop capacity plans and optimize schedules using WFM tools (e.g., Erlang)
Design and manage support channel solutions like IVR, ACD, call routing for productivity
Monitor real-time operational performance and drive schedule adherence improvements
Create and maintain BI dashboards and reports to inform operational leadership

Role Responsibilities:

Analyze volume trends and develop statistical models for demand forecasting
Conduct periodic audits on system access and ensure compliance remediation
Manage commercial billing processes and coordinate with service providers
Lead, coach, and mentor the WFM team, setting measurable goals and tracking performance

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