Group Manager

Wns Global Service PrivateLimited

0 years

0 Lacs

gurugram haryana india

Posted:5 days ago| Platform:

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Skills Required

forecast forecasting data service staffing analyze metrics training onboarding reports compliance scheduling support planning management excel visualization reporting power

Work Mode

On-site

Job Type

Full Time

Job Description

The role involves leading a WFM team, driving forecast accuracy, and collaborating with key stakeholders to improve operational efficiency.
Lead and manage a team of WFM Analysts, Planners, and Real-Time Analysts. Develop and maintain short-term and long-term forecasting models based on historical data, business inputs, and seasonality.
Create efficient staff schedules that balance employee preferences, business needs, and service level targets.
Monitor real-time performance and take proactive steps to mitigate staffing or service disruptions.
Analyze WFM metrics (AHT, shrinkage, occupancy, adherence, etc.) and provide actionable insights to operations leaders.
Coordinate with Operations, HR, and Training to manage hiring plans, onboarding, and attrition impacts.
Ensure WFM systems and tools are effectively utilized and recommend improvements where needed.
Produce and present regular performance reports and strategic staffing plans to senior leadership.
Ensure compliance with labor laws, company policies, and scheduling fairness.
Support business continuity planning and incident management from a staffing perspective.
Strong knowledge of WFM tools (e.g., NICE IEX, Verint, Genesys, Teleopti, Aspect).
Experience in a high-volume contact center or service environment.Analytical mindset with strong Excel and data visualization/reporting skills (e.g., Power BI, Tableau).

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