62 Iex Jobs - Page 3

Key Responsibilities: 1. MIS Management: Maintain and manage the Workforce Management Information Systems, ensuring data integrity and system functionality. Implement and oversee updates, configurations, and enhancements to the MIS systems as needed. Expertise in PowerBI 2. Data Analysis and Reporting: Collect analyze, and interpret workforce data to generate reports on key performance indicators (KPIs), staffing levels, and operational metrics. Develop and deliver regular and ad-hoc reports to support strategic and operational decision-making. 3. Data Quality and Accuracy: Ensure the accuracy and consistency of data across all reporting and analytics activities. Conduct regular audits and validation of data to maintain high standards of data quality. 4. Collaboration and Communication: Work closely with the WFM team to understand their data needs and provide relevant insights and support. Communicate findings and recommendations clearly to stakeholders and senior management. 5. Documentation and Training: Develop and maintain documentation related to MIS processes, reporting procedures, and system configurations. Provide training and support to users on the effective use of MIS systems and reporting tools.

Job Responsibilities (Manager WFM) - Responsible to manage c apacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting To co ordinate with operations and various departments on a regular basis Daily Monitor all required KPIs effectively to ensure they meet their targets Effectively manage outage scenarios Manage ad-hoc requirements from Ops & any other functions Discuss daily / weekly performance with stakeholders Outlier management for all efficiency parameters Analysis Strong Analytical skills Should be able to handle & achieve the departmental requirements Experience in any WFM tools IEX, Avaya, Variant, Blue Pumpkin Maintain data integrity Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management, Reporting Capacity planning, Forecasting and Scheduling & Accurate and Timely reporting Accurate and Timely reporting Client Management Internal and External Ability to work on data and generate various types dashboards, reports/ad-hoc reports Meeting client requirements within TAT and with accuracy Ability to handle high level data analysis and data Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue Required Candidate profile Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting Good communication skills (Role requires interaction with Sr. Leadership and customers) Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports Knowledge of IEX preferable Should have exposure to standard WFM tools Should be sound in his knowledge of IEX Should be able to think on the feet to make decisions related to steps which would impact business Candidate should be ready to work in a 24*7 and rotational shift environment Excellent communication. Designated as Manager (or) equal to it Should be from a BPO Background WFM vertical Perks and Benefits It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds Company Profile : https://www.igtsolutions.com/overview/ Location: Pune Shifts: Rotational Contact Person- NIDHI RASTOGI 8630322833 share CV- nidhi.rastogi@igtsolutions.com

IMMEDIATE JOINERS REQUIRED Location - Mumbai - Malad/Thane Excellent Comms Shifts - 24*7/Rotational Week offs Job Role: To create reports on a daily weekly and monthly basis to share. Performance of team clusters against the process defined SLAs. Creating new templates and modifying existing ones to simplify data collection from various sources. Collating data received from various sources. Taking care of ad hoc report requests. Take ownership of the accuracy and timeliness of reports that are published Be aware with all relevant policies and procedures related to the process Track all Operations processes relating to SLA adherence. Ensure SLA performance reports are published timely and accurately. Escalate any irregularities in reports in a timely manner. Be aware of and comply with any client and process updates internal external for accurate tracking of performance and data. Address any problems grievances with the Team Leader, Team Coach, Team Manager that may have a bearing on productivity or efficiency. Liaise with other departments both internal and external. Collating data received from various sources. Sharing relevant MIS information with other departments as and when required. Domain / functional expertise areas: Analytical skills Excel skills / Automation (Macro) / MS Access / Basic SQL Power BI will be an advantage Critical competencies for the position: Knowledge of reporting/ data management Good with logical & analytical skills Taking initiatives to streamline processes and focus areas Maintain team engagement Hands on with excel & MS office

Urgent hiring for WFM-RTA & Scheduling Role with one of the top Captive Unit (US MNC). Before applying, kindly go through the below mentioned details. Profile : WFM- RTA & Scheduling (Immediate Joiner) Job Location : Pune Shift : Rotational Shifts Working Days : 5 Days Working Cabs : Both Side Cabs Primary Skills - Experience in a call center environment Operation/administrative experience with Avaya CMS, Verint, Genesys workforce management Must have excellent customer service skills and verbal/written communication skills Must have strong analytical and strong organizational skills Proficiency in all Microsoft products with emphasis in Excel and Power Point Strong computer skills are required Bachelors degree Interested can call/what's up Meenakshi-9810896605 (Between 9 am-8 pm) or share your resume on apply.touch3@yahoo.in

Roles & Responsibility: Responsible for forecasting volumes, AHT and Shrinkage based on historical data taking in to account seasonality and trends. Compute optimal staffing using forecasts and other staffing assumptions to support contractual goals. Prepare short term and long term staffing projections using optimal staffing plans Publish finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirements. Manage manpower requisitions that come out of the weekly staff plans and track their status to ensure timely hiring, training and go live. Assist in providing staffing requirements for all new and existing business Only from workforce management background. Open to work in 24*7 environment. Please share your resume at sweta.singh@sutherlandglobal.com

Role & responsibilities Reconciliation of employees listed in Peoplesoft with available employees for preparing weekly schedules. Prepare historical data by identifying and quantifying cyclic and seasonal variation components of contact volumes, AHT and shrinkage with their periodicity. (Weekly / Daily). Generate interval level forecasts for transaction volume, AHT and shrinkage with minimum variance with the actual values using prepared historical data. Generate interval level staffing plans using the forecasts, SLAs and other assumptions. Prepare optimum shift schedules with breaks and generate rosters with minimum understaffing/overstaffing. Preparing productivity performance analysis reports Open to work in 24*7 environment Only share relevant resume at given below email id: Sweta.singh@sutherlandglobal.com

Role & responsibilities a) 2+ years of RTA Experience with hands-on experience of IEX and CXOne. b) Oversee all real-time WFM activities to ensure operational and client goals are met c) Implement analysis and reporting via WFM tools available d) Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team. e) Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met. f) Reporting of information such as call volumes, SL and abandon rates as and when required by the business. g) Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage. h) Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook. i) Complete understanding of overall operational activities including phone, email, chat, community, and social media support. j) Clear communication skills to manage client and stakeholder conversations. k) Team player as well as a skilled individual contributor. l) Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week. Kindly share your resume on niharika.mohan@luminad.com

We are hiring for Workforce Management Specialist (3-8 Years) Job Location- Chennai. Role: WFM Real-Time Analyst - SME Qualification- Graduate & Postgraduate. Notice Period- Immediate Joiner only. Shift- Rotational night shifts, 2 Rotational weekly offs cabs given. Salary- 7LPA max Job Description: The RTA SME is responsible for planning, forecasting, scheduling and real time resource management of the account. Role & Responsibilities: Daily real-time monitoring of service levels for all queues at all sites. Oversee agent performance from all teams at all sites. Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals. Communicate changes to incoming contact patterns to operations and the broader WFM team. Update and send reports related to the performance overall, per queue and of each site. Review and process OT/VTO requests in real-time. Work closely on short-term and long-term workload forecasting, scheduling activities Qualifications & Work Experience: 2+ years of experience in Workforce Management, including scheduling and forecasting experience with a software package such as Avaya CMS, Genesys, Verint, IEX, Aspect eWFM, etc. Experience in a large (100 agents minimum), multi-site call center operation with outsourced sites, and multiple lines-of-business Analytical experience with data, systems, and operations Excellent analytical, organizational, problem solving, verbal and written communication skills Significant creativity is required Ability to work independently, within a team environment and with multiple priorities Proficient in current industry standard PC applications and systems (e.g. Excel, PowerPoint and Word) Must be a quick learner Interested applicants please connect to below provided contact details. Share CV: Amzad@inspirationmanpower.co.in Call to: Amzad Ali @ 9900024952

Roles and Responsibilities Manage workforce management (WFM) operations for efficient scheduling and resource allocation. Collaborate with stakeholders to identify process improvements and implement changes that drive efficiency gains. Develop and maintain capacity plans to meet business requirements, utilizing tools like IEX and Power BI. Provide MIS reporting on WFM metrics, including headcount analysis and performance tracking. Ensure compliance with regulatory requirements and internal policies related to staffing levels. Desired Candidate Profile 8-12 years of experience in WFM or similar role in BPO/BPM industry. MBA/PGDM degree from a reputable institution. Strong understanding of Capacity Planning, Scheduling, Resource Planning, Workforce Management principles. Proficiency in using IEX software for demand forecasting and planning.

Exp- 3 years + WFO- US shifts Scheduling, WFH, BPO Domain, international Voice process, Rostering

We have excellent opportunity with one of our client. Its contract for 6 months (EY Payroll FTE) later on will convert or extended. Responsibilities: Design and deploy a WFM framework across supported businesses Lead a team of WFM and Performance Sustainability professionals Drive planning, forecasting, and resource utilization Collaborate with stakeholders to develop standard approaches Provide performance coaching and maintain documentation Ensure program adherence and data integrity Serve as a Subject Matter Expert in WFM for Operations Required Experience and Skills: Bachelor's degree (Master's preferred) Experience in designing and deploying WFM programs Strong analytical and communication skills Proficiency in Microsoft Office suite Ability to lead virtual teams in a global environment Change management experience Location: GURUGRAM (Hybrid, 2-4 days in office) We are seeking a candidate with substantial experience in back office operations, as 80% of our work is focused in this area. The ideal candidate should possess: Deep understanding of productivity metrics in back-office environments Ability to correlate high productivity with increased capacity Expertise in developing forecasting models that account for process complexity and seasonality Skills in estimating work effort and aligning it with resource allocation, considering factors such as shrinkage and investment time If interested kindly share your resume at S.Fayaz.Ahammad@in.ey.com

Role & responsibilities Manage the call volume, daily attendance and program break schedules Assist with creation if metrics and targets for services Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Produce daily, biweekly and monthly internal reports Use trends and reports to forecast requirements Assist with projects and other duties as requested or assigned Demonstrate sound work ethic Must have advanced level Microsoft Excel skills Including advanced formulas, also Word and Email VBA macros an asset Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset Ability to create reports in Excel and forecast results Attention to detail and high level of accuracy Ability to multi-task, focus and complete reports for extended periods of time Previous call center experience required Previous Work Force Management experience is considered an asset Preferred candidate profile Candidate is interested for above location can apply comfortable for domestic process Perks and benefits As per company policy