Sr. Manager/DGM WFM

Lumina Datamatics

10 - 15 years

30 - 35 Lacs

mumbai

Posted:3 weeks ago| Platform:

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Skills Required

workforce management customer satisfaction verint presales scheduling dgm stakeholder management forecasting operations wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position/Job Title: Sr. Manager/DGM WFM

Key Requirements:

10+ years of Workforce Management experience with 8 10 years in senior leadership roles, leading multi-site WFM teams (50+ resources)
Deep functional knowledge of multiple WFM platforms (IEX NICE, Verint, Aspect, InContact, CXOne, etc.) and strong grasp of WFM processes across forecasting, planning, scheduling and real-time
Responsible for managing and mentoring WFM managers, driving operational KPIs (SL, AHT, ASA, Abandon), leading global best-practice initiatives and handling escalations
Partner with Sales / Presales to build proposals, present to clients, and support new business wins as a WFM SME
Strong stakeholder management and ability to engage with senior client leadership, solve complex issues and drive customer satisfaction

Qualifications:

Graduate

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