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Omega Healthcare
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Senior Executive - WFM

Senior Executive - WFM

Omega Healthcare

2 - 4 years

3 - 5 Lacs

Bengaluru

Posted:1 week ago| Platform:

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Skills Required

WFM shift management capacity planning manpower planning Genesys

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities: Develop and maintain accurate forecasts for call volume, headcount, and capacity planning. Create and manage agent schedules, shift rosters, and staffing models in alignment with business needs. Monitor real-time operations to ensure optimal utilization and adherence to schedules. Track key WFM metrics such as service levels, shrinkage, occupancy, and adherence. Work closely with operations, HR, and training teams for effective manpower planning and shift management. Analyze performance data to identify trends and provide actionable insights for process improvement. Ensure timely communication of schedule changes, staffing requirements, and downtime updates. Assist in WFM tool configuration and reporting (e.g., NICE, IEX, Aspect, Genesys, etc.). Prepare dashboards, daily/weekly/monthly reports for management review.

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Omega Healthcare

www.omegahealthcare.com

Real Estate

Berwyn

51-200 Employees

264 Jobs

Key People

Dan Booth

CEO
Kevin P. McGowan

President and COO
Megan D. Jones

CFO

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Senior Executive - WFM

Experience & Salary

Skills Required

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