Manager WFM

Manager Workforce Management (WFM)

IGT Solutions Pvt. Ltd.

Company Profile

IGT Solutions Pvt. Ltd.

Job Summary

Manager – Workforce Management (WFM)

Key Responsibilities

• Manage all aspects of

  Workforce Management

  : Capacity Planning, Scheduling, Forecasting, Real-Time Management, and Reporting.
• Monitor KPIs and ensure performance targets are met.
  
• Collaborate with Operations and cross-functional teams.
  
• Handle

  ad-hoc requirements

  , outages, and schedule adherence.
• Deliver timely and accurate MIS reports and dashboards.
  
• Conduct daily/weekly performance reviews with stakeholders.
  
• Drive outlier management and ensure efficiency across metrics.
  
• Maintain high data integrity and quality.
  
• Generate reports/ad-hoc dashboards to meet client expectations.
  
• Proactively identify solutions to mitigate business performance risks.
  
• Ensure client and internal reporting requirements are met within TAT and accuracy standards.
  

Candidate Profile

• Experience in

  WFM (Planning, Scheduling, Forecasting, Reporting)

  – mandatory.
• Hands-on expertise in

  WFM tools

  like IEX, Avaya, Verint, or Blue Pumpkin.
• Proficient in

  MS Excel

  ; capable of training teams in Excel reporting.
• Strong

  analytical and problem-solving

  skills.
• Excellent

  verbal and written communication

  ; ability to interact with senior leadership and clients.
• Decision-maker with the ability to work under pressure in a 24x7 environment.
  
• Prior experience as a

  Manager

  or equivalent designation in a

  BPO WFM function

  is required.

Perks and Benefits

• Inclusive and equitable workplace culture.
  
• Global exposure in the Travel & Hospitality industry.
  
• Opportunities for upskilling and professional growth.
  
• Performance-based recognition and advancement.
  

Equal Opportunity Statement

IGT Solutions is an equal opportunity employer. We ensure all employment decisions are made without regard to age, gender, gender identity, sexual orientation, race, religion, disability, veteran status, or any other protected category.

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