1075 Wfm Jobs - Page 27

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications: Any Graduation Years of Experience: 1-3 Years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Proficient in Verint WFM tool Roles and Responsibilities: Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to their direct reports You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Position is responsible for Recruitment for Chemical, Pharmaceutical, Automobile , Auto ancillary, Power, Heavy Engineering , Engineering, Construction , EPC and Manufacturing Industries Experience in Team Handling and Client Coordination will be added advantage. Person Should have good experience in above mentioned industries need to apply. Recruitment & Delivery: Handling end to end recruitment cycle for all level positions & as per business demands. Employing different strategies for recruitment of various companies. Design a Quality Check process for measuring the service quality levels Judge the candidate's suitability, Attitude, Academic & Professional qualification, experience, communication skills etc. before forwarding to the Business. Headhunting - generating leads and converting them. Networking with candidates to generate more leads from them. Adhering to guidelines and standards. Analysis of the technical requirements so as to understand the competitor companies in the same technical domain, which could be the target area for recruitments . Liaison & Co-ordinate between the Client and Candidates till the final placement. Ability to negotiate rates/salaries, present and sell candidates within their business areas, whilst ensuring that all processes are followed in line with the agreed methodology. Team Management [ Applicable only if having experience in Team Management ] Cross-train the Recruiters on multiple tasks, which help in covering up delivery during employee absenteeism or peak in volume Define a Process Improvement Plan (PIP) for helping the under-performers in the team Design KPI Reports in Microsoft Excel, to keep a Dashboard view of all the KPIs for all the team members Suggest and help create an IJP (Internal Job Posting) process for identifying talent within the team and giving everyone a fair opportunity for career growth

Manager Workforce Management (WFM) IGT Solutions Pvt. Ltd. Location : Pune, India Shifts : Rotational (24x7 environment) Company Profile IGT Solutions Pvt. Ltd. is a leading IT and BPM services provider, specializing in the Travel, Transportation, and Hospitality industry. With over 10,000+ travel experts across 15 global delivery centers , IGT delivers cutting-edge services in Application Development, Testing, Analytics, Contact Center Services , and more. We pride ourselves on offering equal employment opportunities and fostering a diverse, inclusive, and harassment-free workplace. Job Summary We are hiring a Manager – Workforce Management (WFM) to lead and manage planning, forecasting, scheduling, and real-time management for our operations. The ideal candidate will have strong analytical skills, hands-on experience with WFM tools like IEX , and the ability to drive performance excellence through data-driven decision-making. 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. If you're a dynamic professional with a passion for workforce planning and optimization, apply now and become a part of our growing team!

Job Responsibilities (Manager WFM) - Responsible to manage c apacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting To co ordinate with operations and various departments on a regular basis Daily Monitor all required KPIs effectively to ensure they meet their targets Effectively manage outage scenarios Manage ad-hoc requirements from Ops & any other functions Discuss daily / weekly performance with stakeholders Outlier management for all efficiency parameters Analysis Strong Analytical skills Should be able to handle & achieve the departmental requirements Experience in any WFM tools IEX, Avaya, Variant, Blue Pumpkin Maintain data integrity Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management, Reporting Capacity planning, Forecasting and Scheduling & Accurate and Timely reporting Accurate and Timely reporting Client Management Internal and External Ability to work on data and generate various types dashboards, reports/ad-hoc reports Meeting client requirements within TAT and with accuracy Ability to handle high level data analysis and data Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue Required Candidate profile Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting Good communication skills (Role requires interaction with Sr. Leadership and customers) Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports Knowledge of IEX preferable Should have exposure to standard WFM tools Should be sound in his knowledge of IEX Should be able to think on the feet to make decisions related to steps which would impact business Candidate should be ready to work in a 24*7 and rotational shift environment Excellent communication. Designated as Manager (or) equal to it Should be from a BPO Background WFM vertical Perks and Benefits It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds Company Profile : https://www.igtsolutions.com/overview/ Location: Pune Shifts: Rotational Contact Person- NIDHI RASTOGI 8630322833 share CV- nidhi.rastogi@igtsolutions.com

The role is responsible for driving project sales through sales volumes and market share and ensuring enhancing customer engagement in the assigned region. It involves actively managing the team fordeveloping new business and achieving the salestargets thereby securing the ultimate goals and plans of the organization. Driving the business strategies as per organization norms. Developing and nurturing the team. Accountabilities Responsibilities Authorities Industry Knowledge In-depth knowledge of the industry, micro and macro economy and its impact on the industry. The interdependence of various industries. Clear understanding of the impact of micro and macroeconomic changes. Deep knowledge of the current industrial players capabilities and strategies. Business Aumen Understanding business from 360* angle and being business oriented and go beyond daily sales activities. Clear understanding of the financial terminologies and financial ratios Data analysis and strategic thinking Having an overview of the strategy and driving to implement strategy in true spirit and building a performance culture in a motivating way in the face of challenges. Data Analysis, Data Interpretation and Predicts competitors potential moves and likely reactions to new initiatives or products. Customer Centricity Thinking Customer and Channel partner FIRST. Thinking purpose in addition to profit. Taking all decisions keeping the stakeholders in mind and analysing the same. Maps market, competitor customers, Top Customers and looks at the service levels rendered. Developing team leading from the front, anticipate and work with to overcome likely challenges and leverage the opportunities in the new integrated business Leads from the front, middle or back depending on the situation and the team members strengths Inspires the team through dedication and integrity Managing change Handling changes with a positive mind willingly and see change as a natural process and prepare self accordingly mending the integrated teams Establishes sense of urgency and communicates major opportunities and challenges due to change. Forms a powerful guiding force and coordinates with the team and unifies the team spirit. Requirements BE / B.Tech preferably Electrical/Mechanical,MBA preferred 10-15 years of experience Experience of two ASM positions, one in any of the four metros Stint or project in product marketing is preferred Skills Leadership skills Communication skills Competencies Visionary and strategic thinker Problem solving and decision making Partnership building Implementing change Ability to develop, train and motivate team members.

Job Title - GN - SONG - Service - Genesys - Associate Manager Management Level: 8-Associate Manager Location: Bengaluru, BDC7A Must-have skills: Genesys Framework Good to have skills: Knowledge of emerging technologies, cloud computing, and cybersecurity best practices. Job Summary : This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital capabilities for business efficiency. You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will Use in depth understanding of Genesys Engage/Pure Cloud:Ability to work in high-paced and complex projects Apply understanding of industry specific Customer Service processes:Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Framework:Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc. Bring your best skills forward to excel at the roleAbility to use technical exposure to contact center and overall customer service areas:In depth understanding of Genesys Engage/Pure Cloud. Easily work in high-paced and complex projects:Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill:Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...) Maximize application design and development experience:Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms Professional & Technical Skills: - Relevant experience in the required domain. - Strong analytical, problem-solving, and communication skills. - Ability to work in a fast-paced, dynamic environment. Additional Information: - Opportunity to work on innovative projects. - Career growth and leadership exposure. About Our Company | Accenture Qualification Experience: 10 to 12 Years Educational Qualification: Minimum 15 Years of Education

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : Kronos Good to have skills : NAMinimum 12 year(s) of experience is required Educational Qualification : 15 years full time education Roles & Responsibilities:-Collaborate with project teams and client stakeholders to support project delivery.-Perform maintenance and configuration activities for Kronos modules such as accruals and timekeepers.-Prior experience in supporting functional testing, integration testing and UAT preferred.-Assisting the customer with testing, understanding the solution and hand holding during handover of the system.-Mentor junior members. Professional & Technical Skills: -Minimum of 10 years of experience in Workforce Management domain is a must.-Minimum 3+ years of experience in Pro WFM.-Mandatory Experience in Migration from WFC to Pro WFM.-Hands on exp in using Navigator, Paragon Transfer Manger, Data Migration Tool.-Very good experience in Kronos with functional expertise in Timekeeping, Accruals, Basic Scheduler.-Must have knowledge on Business Structure Setup and Labor Category Setup in Pro WFM.-Must have knowledge on Tiles Setup and Display Profiles Setup in Pro WFM.-Must have Practical Experience/Exposure and knowledge in Boomi.-SQL Reporting and WIM Integration are an added advantage.-Good to have knowledge on Data Views Setup.-Knowledge on building custom reports using BIRT tool will be an added advantage.-Must have knowledge on managing CRT tables and integrations in Pro WFM.-Thrive in a team environment, while also possessing the ability to work independently.-Proven ability to work creatively and analytically in a problem-solving environment.-Solid interpersonal skills to interface with co-workers and customers and manage specific tasks to completion with minimal direction. Additional Information:-Ready to work in Shifts. Qualification 15 years full time education

Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : SAP Fieldglass Contingent Workforce Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Developer, you will be responsible for designing, building, and configuring applications to meet business process and application requirements in Hyderabad. You will play a crucial role in the development and implementation of software solutions. Roles & Responsibilities:- Expected to be an SME, collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Lead the development and implementation of software solutions.- Conduct code reviews and provide technical guidance to team members.- Identify and address technical issues and risks proactively.- Stay updated with the latest technologies and trends in software development. Professional & Technical Skills: - Must To Have Skills: Proficiency in SAP Fieldglass Contingent Workforce.- Strong understanding of software development lifecycle.- Experience in designing and developing applications using SAP technologies.- Knowledge of integration techniques and tools.- Hands-on experience in troubleshooting and problem-solving in software development. Additional Information:- The candidate should have a minimum of 5 years of experience in SAP Fieldglass Contingent Workforce.- This position is based at our Hyderabad office.- A 15 years full-time education is required. Qualification 15 years full time education

Job description Omega Healthcare - Assurance Staff Experience Management As part of our EY-Assurance Team, you will be working to ensure effective resource scheduling on scheduling tools, considering resource management guidelines, processes and protocols. The opportunity Were looking for candidates with knowledge and capability in terms of managing resources / manpower using different resource management and deployment tools within Omega GDS Assurance. Your key responsibilities Timely updation of resource schedules on scheduling tools (ARMS/Retain) Timely review and resolution of scheduling conflicts. Proactive review of resource availability /resource requirements. Mailbox management and fulfilling the scheduling requests coming through mails in defined TAT. Optimization of resource utilization through effective schedule management. Basic reporting and analysis. Skills and attributes for success Good verbal and written communication skills. Basic knowledge of MS Excel. Excellent teaming and interpersonal skills. Positive attitude and ability to excel under tight timelines. To qualify for the role, you must have Graduates with 1-3 years of relevant resource management/workforce management / exposure in General Operations with strong acumen in resource management preferred. Ideally, you’ll also have Basis knowledge on MS – Excel Ms - Office Interest in business and commerciality. What we look for A Team of people with commercial acumen, technical experience and enthusiasm to learn new things in this fast-moving environment An opportunity to be part of a market-leading, multi-disciplinary team in the only integrated global assurance business worldwide. Opportunity to work with Omega's GDS Assurance practices globally with leading businesses across a range of industries

2+ yrs WFM, planning & forecasting; expert in MS Excel (pivot tables, large datasets); 2+ yrs multi-source data analysis; 1+ yr IEX (NICE WFM); skilled in MS Word & PowerPoint. Share resume: shweta@plannedmovz.com | Contact: 9810337650

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Institutional_Finance_Buy_Side_Others. Experience3-5 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Competencies Client Centricity Passion for Results Execution Excellence Collaborative Working Learning Agility Problem Solving & Decision Making Effective communicationMandatory Skills: Institutional_Finance_Buy_Side_Others. Experience3-5 Years.

Role Purpose The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. Do Ensure process is executed as per the client contract Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes Prepare notes from the huddle meetings and share it with the team Prepare and share the performance data of the team with the client at the end of the shift Interact with the client and prepare note to share updates and changes with the team Review the performance on the key process metrices and conduct RCA to improve quality parameters Prepare presentation on weekly and monthly performance data for the manager to be shared with the client Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Be part of the discussion between manager and WFM team on forecast and number of agents required Organize fun hours on Friday for the team to promote team engagement Identify opportunities for automation within the account and share it with the manager Provide details and data to the automation team to support the automation initiative Drive performance of the team on the identified metrices of the process Review last 6-8 weeks performance data (RAG) and identify low performers Provide feedback and coach the outliers/ low performers to improve their performance metrices Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers Handhold the employees on performance on process and monitor for improvements Identify training needs for new joiners especially and track their daily progress Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the clients end Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc. Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account Work with quality team to ensure the quality improvements as per the delivery standards of the contract Provide timely assistance in case of an escalation and support resolution of escalations/ issues Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Mandatory Skills: Geographic Info. Systems(Car support). Experience1-3 Years.

Contact: Khushi@wissenpro.com | 8712650628 Manage and guide a team of Capacity Planning / Scheduling Align schedules with staffing needs and operational metrics. Collaborate with WFM Scheduling for schedule enhancements. Analyze issues, prepare reports, and provide feedback. Communicate with clients to address variances. Handle intraday escalations and process improvements. Focus: Optimize workforce efficiency & ensure seamless operations.

Contact: Khushi@wissenpro.com | 8712650628 Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

Join Our Team at Legion WFM! Are you a seasoned Legion WFM Consultant with 3 to 14 years of experience? We are looking for top talent to lead and enhance our team across Pan India. Please share your profile with lav-lalankumar.choudhary@capgemini.com Key Responsibilities: - Utilize your expertise in Legion and Kronos systems to drive scheduling, timekeeping, and payroll integration. - Configure and enhance Legion modules for optimal performance in scheduling, forecasting, and timekeeping. - Seamlessly integrate Legion with payroll and HRIS systems to streamline operations. - Collaborate with diverse teams to align WFM solutions with our business objectives. - Offer ongoing support and troubleshooting post-deployment to ensure smooth operations. - Uphold compliance with labor laws and workforce regulations, ensuring a secure and efficient work environment. If you are passionate about optimizing workforce management and driving business success, we want to hear from you! hashtag# Legion WFM hashtag# Workforce Management hashtag# Hiring NowRole & responsibilities Preferred candidate profile

Hey There Do you want to work in International Process If Yes Fell Free To Call Sourabh @ 9779924404 for Interview Job location is Chandigarh, Mohali Work From Office Must have Good English Communication skills ready to work in Rotational Shifts Required Candidate profile Excellent Communication Skills Tech Savvy Willing to work in rotational shifts What You Get:- Good Salary Incentives Career Growth PG available nearby In House Cafeteria Subsidised Meals Perks and benefits Call us directly at 9779924404 & get hired faster

Job Title : Workforce Scheduler WFM (Scheduler) Location : Mumbai / Pune Department : Workforce Management (WFM) Experience : 3-5 years Shift : Rotational / US or UK Shift (based on project requirement) Employment Type : Full-Time ******************************************************************************************* *IMMEDIATE JOINERS ALERT!* We're looking for candidates who can *join immediately*. If you're available, please *send your CV via WhatsApp only* to: *9152808909* Please note: *No calls* will be entertained. ******************************************************************************************* Role Summary: The Scheduler is responsible for developing and maintaining optimal staff schedules to ensure proper coverage and meet service level goals. This role works closely with Real-Time Analysts and Operations teams to align schedules with forecasted volume and business requirements. Must Have : Should have experience of WFM skills like Planning, Scheduling & Forecasting. Should have exposure to Aspect/IEX or Any standard WFM tools Tracking associate wise AHT on daily basis. Analysis Strong Analytical skills Key Responsibilities: Create and maintain optimal agent schedules using WFM tools (e.g., NICE, IEX, Verint). Ensure scheduling aligns with forecasted call volumes, service levels, shrinkage, and peak demand. Manage shift bids, rotations, split shifts, and flexible work arrangements based on business rules. Coordinate with Ops and HR to manage planned leaves, trainings, and meetings. Analyze schedule efficiency and make data-driven adjustments when required. Track adherence, identify staffing gaps, and recommend shift changes or overtime. Partner with forecasting and real-time teams to ensure smooth intraday execution. Assist in long-term capacity planning and shift pattern design. Provide regular scheduling reports to stakeholders and leadership. Required Skills & Qualifications: Graduate in any discipline (Commerce, Science, or Tech preferred). 3-5 years of experience as a WFM Scheduler in a BPO/KPO/Shared Services environment. Hands-on experience with WFM platforms like NICE IEX, Verint, Aspect, Genesys, or similar. Strong analytical and Excel/reporting skills. Understanding of key WFM metrics like FTE, Shrinkage, SLA, Adherence, Occupancy, etc. Strong coordination and communication skills to collaborate with multiple stakeholders. Ability to work in a dynamic, fast-paced environment and adapt to business needs. Preferred Candidates From: Voice or non-voice BPO operations (domestic/international) BFSI / Telecom / Healthcare / ITES support processes Candidates with exposure to global (US/UK) contact center environments Work Environment & Benefits: Flexible work policies depending on project. Opportunity to work with global clients and cross-functional teams. Competitive salary and benefits with internal career mobility. Collaborative and diverse culture under the company's digital-first vision.

Role & responsibilities Lead and manage a team of WFM Analysts, Planners, and Real-Time Analysts. Develop and maintain short-term and long-term forecasting models based on historical data, business inputs, and seasonality. Create efficient staff schedules that balance employee preferences, business needs, and service level targets. Monitor real-time performance and take proactive steps to mitigate staffing or service disruptions. Analyze WFM metrics (AHT, shrinkage, occupancy, adherence, etc.) and provide actionable insights to operations leaders. Coordinate with Operations, HR, and Training to manage hiring plans, onboarding, and attrition impacts. Ensure WFM systems and tools are effectively utilized and recommend improvements where needed. Produce and present regular performance reports and strategic staffing plans to senior leadership. Ensure compliance with labor laws, company policies, and scheduling fairness. Support business continuity planning and incident management from a staffing perspective. Preferred candidate profile Bachelors degree in Business, Operations Management, Statistics, or a related field. MBA or equivalent is a plus.5+ years of experience in Workforce Management, including 2+ years in a managerial or lead role. Strong knowledge of WFM tools (e.g., NICE IEX, Verint, Genesys, Teleopti, Aspect). Experience in a high-volume contact center or service environment. Analytical mindset with strong Excel and data visualization/reporting skills (e.g., Power BI, Tableau). Excellent communication, leadership, and stakeholder management skills. Ability to work under pressure and adapt in a fast-paced environment.

Experience Management Senior Associate As an Experience Management Senior Associate, you will be part of an industry leading, high performing and agile team of workforce management professionals providing exceptional client service to our stakeholders and helping our employees gain differential experiences that are aligned to their career aspirations. We provide learning and growth opportunities to build your ability to analyze, innovate, think and act globally. Youll be part of an organization that is focused on optimization, is solution oriented, innovates and provides best in class services to the client serving teams. The opportunity EY Global Delivery Services (EY GDS) is a dynamic and global service delivery network of over 50,000 professionals working across borders, to provide innovative and strategic business solutions to EY member firms and EY clients globally. Experience Management plays a vital role in the firm’s Next Wave strategy and it’s purpose of building a better working world. We offer a great place to work for every person joining EY. At GDS, you will have the opportunity to develop your professional skills in a truly global environment. You will learn and gain experiences from industry leading WFM professionals and a path breaking leadership team. We invest in your learning and development. We’ll help you develop the technical and soft skills you need. We support your professional development with a combination of learning, networking, experiences, and coaching. As part of a 300+ member team, supporting 4 unique Service Lines, you will always have opportunities to showcase your skills and contribute to the firm’s strategic initiatives. Your key responsibilities As an Experience Management Senior Associate, you will work as the staffing lead for the assigned region/service/competency team and will be responsible to work with the service delivery managers in implementing the resource management process and operational efficiency within the business. You will work very closely with the service delivery teams to track, monitor, record and analyze demand pipeline projections, new deals, pursuits and staff augmentation needs. You will monitor and evaluate demand fulfilment options (internal capacity and bench), review external hiring pipeline, assign projects to the available workforce based on skills and experience required on the project. You will also supervise, train and assign responsibilities to associates and senior associates within the team. Some of your key responsibilities include: Ensure compliance to WFM business rules, deployment policies, talent policies and regulatory requirements. Implement staffing plans for (30 – 60 – 90) day pipeline to minimize unfulfilled demands. Coordinate with project managers to capture demand pipeline projections, understand demands heuristics and identify actionable demands. Perform demand – supply searches and share best-fit staffing options from internal resource pool/individuals on bench. Identify suitable staffing options based on matching skills, roles and experiences. Timely update of employee schedules on the schedule management tool (Retain). Timely review and resolution of scheduling conflicts. Minimize bench pipeline through proactive deployment on projects. Responsible to meet assigned KPIs such as employee utilization, time to fulfil demand, unfulfilled demand % and bench aging. Reporting and analytics on business and Operational KPIs. Supervise, mentor and provide functional SME support to the associates in the team. Regular connects with stakeholders. Skills and attributes for success Graduates with 4-7 years of relevant workforce management experience. Understanding of business models, operational and financial aspects of service delivery is mandatory. The suitable candidate should have good analytical skills, can compute staffing demands, validate skills and experiences associated with the demand, identify suitable fulfilment options from the internal pool of professionals available for allocation or on bench and negotiate staffing solutions with the service delivery managers. To qualify for the role, you must have Excellent domain knowledge in resource management, demand planning and MIS. Strong execution skills with focus on meeting timelines and delivering highest quality service. Solution oriented mindset. Excellent verbal and written communication skills. Strong working knowledge of MS Excel, Word and PowerPoint. Excellent teaming and interpersonal skills. Strong time management and analytical skills. Ideally, you’ll also have Minimum experience of 1 year in people management and supervision. Stakeholder management skills. Experience working in a reputed consulting, technology, financial services, accounting or professional services organization.

EY- Assurance Staff – Experience Management As part of our EY-Assurance Team, you will be working to ensure effective resource scheduling on scheduling tools, considering resource management guidelines, processes and protocols. The opportunity We’re looking for candidates with knowledge and capability in terms of managing resources / manpower using different resource management and deployment tools within EY GDS Assurance. Your key responsibilities Timely updation of resource schedules on scheduling tools (ARMS/Retain) Timely review and resolution of scheduling conflicts. Proactive review of resource availability /resource requirements. Mailbox management and fulfilling the scheduling requests coming through mails in defined TAT. Optimization of resource utilization through effective schedule management. Basic reporting and analysis. Skills and attributes for success Good verbal and written communication skills. Basic knowledge of MS Excel. Excellent teaming and interpersonal skills. Positive attitude and ability to excel under tight timelines. To qualify for the role, you must have Graduates with 1-3 years of relevant resource management/workforce management / exposure in General Operations with strong acumen in resource management preferred. Ideally, you’ll also have Basis knowledge on MS – Excel Ms - Office Interest in business and commerciality. What we look for A Team of people with commercial acumen, technical experience and enthusiasm to learn new things in this fast-moving environment An opportunity to be part of a market-leading, multi-disciplinary team in the only integrated global assurance business worldwide. Opportunity to work with EY GDS Assurance practices globally with leading businesses across a range of industries What we Offer EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career. C ontinuous learning : You’ll develop the mindset and skills to navigate whatever comes next. Success as defined by you : We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs. Diverse and inclusive culture : You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

Experience Management Associate As an Experience Management Associate, you will be part of an industry leading, high performing team of workforce management professionals providing exceptional client service to our stakeholders and helping our employees gain differential experiences that are aligned to their career aspirations. We provide learning and growth opportunities to build your ability to analyze, innovate, think and act globally. Youll be part of an organization that is focused on optimization, is solution oriented, innovates and provides best in class services to the client serving teams. The opportunity EY Global Delivery Services (EY GDS) is a dynamic and global service delivery network of over 50,000 professionals working across borders, to provide innovative and strategic business solutions to EY member firms and EY clients globally. Experience Management plays a vital role in the firm’s Next Wave strategy and it’s purpose of building a better working world. We offer a great place to work for every person joining EY. At GDS, you will have the opportunity to develop your professional skills in a truly global environment. You will learn and gain experiences from industry leading WFM professionals and a path breaking leadership team. We invest in your learning and development. We’ll help you develop the technical and soft skills you need. We support your professional development with a combination of learning, networking, experiences, and coaching. As part of a 300+ member team, supporting 4 unique Service Lines, you will always have opportunities to showcase your skills and contribute to the firm’s strategic initiatives. Your key responsibilities As an Experience Management Associate, you will be responsible for managing staffing demands, monitor the demand intake channels, review demand projections, schedule individuals on projects, optimize employee utilization and bench management. Some of your key responsibilities include: 1. Calculate staff requirements based on demand projections. 2. Create staff schedules to maximize service and minimize cost. 3. Timely update of resource schedules on the schedule management tool (Retain). 4. Timely review and resolution of scheduling conflicts. 5. Proactive review of resource availability/future project demands. 6. Minimize open, unfulfilled demand. 7. Mailbox management. 8. Optimization of resource utilization through effective resource deployment. 9. Basic reporting and analysis. Skills and attributes for success Graduates with 0-1 year of relevant workforce management experience. Non-resource management professionals with 1 year of general work experience in any field of work, that display required skillset competencies can also be hired as Associate in resource management team. To qualify for the role, you must have Good verbal and written communication skills. Basic knowledge of MS Excel. Excellent teaming and interpersonal skills. Positive attitude and ability to excel under tight timelines. Ideally, you’ll also have Experience on workforce management concepts, resource deployment and scheduling. What we look for We are looking for go-getters with a solution oriented and analytical mindset. Someone who is passionate about numbers and has the willingness to learn. The successful candidate will be one who combines computer skills and mathematical ability with a working knowledge of the business and the negotiation skills of a salesman. What we offer EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career. Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs. Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

Leading a team as well as perform individual contributor roles depending upon the business scenarios in the Solution scope Spending over 50% of the work time reviewing inputs and outputs of every deal from the team as per key timelines Ensuring already laid down processes are being followed and should be able to introduce new processes to improve efficiency, winnability and deliverability of the solution Ownership, responsibility and accountability for creating winning solutions individually as well as from her/his team members Manage stakeholders across functions that provide relevant inputs to the solution (pricing, technology, transition, etc.) End-to-end responsibility for conceptualizing and building high quality deliverables required during the sales cycle, including thought leadership. Typical deliverables include customized client presentations, response to RFP / RFI documents / pro-active proposals, etc. The role may also involve Participate in consulting / diagnostic studies / strategic projects Collateral development Lead, participate in client visits to various WNS locations Qualifications Graduate with MBA preferred. Minimum 10 years of work experience with at least 8 years of experience for contact center work preferably in Travel and Leisure BPM. Solution design Should know call center basics, WFM, PNL and Operations principles Job Location

Apply Now. Job Title. Associate, Planning & Scheduling. Job Description. Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.. Role And Key Responsibilities. The Lead WFM Analyst will act as a liaison between the Centralized and Site WFM teams.. The Lead WFM Analyst is responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site teams, and leadership.. As a core and major responsibility candidate should be able to Monitor real-time queue, schedule adherence & attendance.. Resolve escalated issues and requests from site management. Root cause analysis of SLA deviations, action plan development and resolution. Optimize breaks the day of or day before the actual schedule. Schedule ADHOC intra-day training requests and update schedules. Produce and analyze daily efficiency reports (representative availability, access level etc.). Key daily exception requests and update schedules. Crosstrain with Scheduling Analyst. Attend centralized and/or site management meeting, as required. Cater to real time adhoc requests as and when required Preparation of daily / Weekly / Monthly MIS reports & presentations / decks. Key Skills And Knowledge. Required good communication skills.. Required good knowledge of MS Excel & Power point.. Clarity on basic WFM metrics must require i.e. service level, AHT, Shrinkage, attrition etc. Proficiency with computers. Willing to work 24*7. A candidate with Scheduling & Forecasting skills will be preferred.. Ability to handle pressure situations. Driving for self-learning and knowledge enhancement. Educational qualification: Graduate. Disclaimer:-. 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities. Location:. IND Chandigarh DLF IT, Tower C, Site 2. Language Requirements. Time Type:. Full time. If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents. Apply Now. Show more Show less