Deputy Manager - WFM - Global - Kolkata

Job Description

Join Fusion CX as a Deputy Manager in Workforce Management (WFM) in Kolkata and take a pivotal role in optimizing staffing levels and service delivery to meet our business objectives. As a key member of our team, you will collaborate with stakeholders, analyze data, and implement strategies to ensure efficient resource allocation and revenue generation. If you have a passion for workforce management and at least two years of experience as an Assistant Manager in WFM, we invite you to apply and be part of our dynamic organization. Job Description A Deputy Manager in Workforce Management (WFM) in Kolkata must perform the following functions to optimize resource allocation and service delivery levels in daily operations: Collaborate with stakeholders to understand business needs and forecast workload demands. Develop and maintain accurate capacity models to optimize staffing levels and meet service level objectives. Monitor real-time adherence to schedules and implement adjustments as necessary. Analyze historical data to make informed recommendations for future capacity planning. Oversee the accruals process to ensure accurate and timely recording of resource utilization. Generate invoices based on agreed-upon trends and services provided. Implement revenue generation strategies through effective resource allocation and utilization. Manage revenue forecasting accuracy and review key performance indicators (KPIs). Calculate service credits for deviations from agreed-upon service levels and ensure proper documentation. Develop and implement standardized WFM processes, ensuring compliance with industry best practices and organization policies as a WFM Deputy Manager. Conducting regular audits to assess the effectiveness and efficiency of WFM processes. Identify areas for improvement and work with cross-functional teams to implement enhancements. Stay informed about industry trends and emerging technologies to continuously optimize WFM processes. Functional knowledge of various workforce management financial tools. Overall Understanding of workforce management, along with operational management. Understand and know the purpose of the role and how it links to the other roles. Understands and has knowledge of key contact center metrics such as Shrinkage, AHT, Occupancy, Schedule, Adherence, etc. Analyze situations, identify the gaps quickly, and take necessary steps to avoid impact. Job Requirements A Deputy Manager joining our WFM team in Kolkata must possess the following educational qualifications, relevant experience, and knowledge to successfully mobilize and utilize resources: Bachelor s degree or equivalent Minimum of two years of experience as an Assistant Manager in Workforce Management. Overall understanding of workforce management and operational management. Familiarity with key contact center metrics such as Shrinkage, AHT, Occupancy, Schedule Adherence, etc. Analytical mindset with the ability to identify gaps and take necessary steps to avoid impact.