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Manning Consulting
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Team Lead - Work force management | Delhi - NCR | UK shift

Team Lead - Work force management | Delhi - NCR | UK shift

Manning Consulting

9 - 14 years

|

10 - 16 Lacs

noida new delhi delhi / ncr

Posted:7 hours ago| Platform:

Apply

Skills Required

volume forecasting capacity planning excel avaya cms verint aspect iex

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

Develop and maintain
capacity plans
and
volume forecasts
across multiple business units.
Create, monitor, and adjust
agent schedules
in
IEX
or equivalent WFM platforms.
Analyze
real-time performance
and make necessary staffing adjustments to meet SLAs.
Generate and interpret reports using
Excel
,
Avaya CMS
, and
Aspect
tools.
Utilize
Verint
for call recording, quality monitoring, and performance insights.
Collaborate with Operations, HR, and Training teams to ensure accurate headcount and staffing alignment.
Recommend process improvements and automation opportunities in WFM processes

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