Manager- WFM

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Position-Manager - WFM

Location

Experience-

Calabrio WFM tools experience is must.

Responsibilities

Support operations from scheduling & real time perspective

Support operations with daily/Weekly/Monthly reports and other dashboards

Manage Shrinkage, Schedule Adherence, Delivery, resource planning etc

Track outages and impact of such events Review KPIs and Service Level projections for the coming week

Ensuring all necessary & relevant efficiency parameters are within target Manage ad-hoc requirements from Ops & any other functions Discuss daily / weekly performance with stakeholders Interact with clients for FTE/Delivery Targets and other planning assumptions Contribute in annual planning on HC , Budget, Span Ratio, Seat Utilisation etc.

Functional skills To be able to communicate effectively, both verbally and in writing with India & UK stakeholders and across levels

Functional knowledge of various workforce management tools (IEX, Genesys, Liveperson etc) Overall Understanding of the Workforce Management, along with operational management Sound knowledge of Capacity Planning and Real time Management Understands and know the purpose of the role and how it links to the other roles Sound knowledge of MS Suit Understands and has knowledge of key Contact Centre metrics such as FTE, shrinkage, AHT, Occupancy, schedule adherence, CPH, ACL, Concurrnecy etc. Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Delivery / Service Levels

Consistently demonstrates organization Values and detail orientation – Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes

Consistently places a high value on customers (internal and external) and all issues / factors that relate to customer experience/ stakeholder expectations

Develop excellent working relationships with Stakeholders and team

Skill- Must have excellent analytical, presentation & communication skills Experience on WFM tools and in-depth knowledge on their features

Sound knowledge of MS Suit should be well versed with WFM tools like IEX, Genesys, Liveperson etc

Disclaimer:

Regards

Padmapriya Shekar

Email id:padmapriya.shekar1@firstsource.com