Senior Manager Workforce Management - Reporting & Analytics

Job Description

Location: Noida, Uttar Pradesh, India Posted Date: 05/21/2025 We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started! Job Summary Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for managing various administrative duties to ensure accurate reporting, reporting structures, and system access. Teams in multiple locations including off-shore analysts would report to this role. Responsibilities Manages and maintains training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume. Participate in various client calls to review forecasting and scheduling. Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met. Ensures staffing and scheduling modifications are recommended to the operation team and are executed on a intraday, daily, weekly and monthly basis to ensure KPI are met. Ensures various off-the-phone activities for the agent populations are scheduled in such a manner as to not impact KPI performance and properly reported in scheduling system. Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules. Manages various administrative processes including ID administration. Manage diverse team of WFM analysts in multiple locations. Performs other duties as assigned. Skills Requirements 8-10 years of work-related experience. Prior work force management experience including forecasting, staffing, and scheduling, 3 year minimum required. Prior call / contact center experience, 3 year minimum required Strong and effective oral / written communication skills. Prior supervisory experience including a team of 5or more direct reports . Excellent presentation skills High level of proficiency with Excel. Strong mathematical skills. Strong analytical skills Ability to multi-task, prioritize and delegate deliverables. Ability to maintain confidential information. Working knowledge of IEX. Education Requirements Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration, Engineering, Operations Management or related field preferred. Master's Degree preferred. Physical Requirements Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job. iQor.com Show more Show less