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Workforce Management

Workforce Management

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Getmyuni

10 - 17 years

15 - 30 Lacs

Gurugram

Posted:2 months ago| Platform:

Apply

Skills Required

WFM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities: Strategic Workforce Planning: Develop and implement WFM strategies to optimize staffing, scheduling, and resource allocation. Forecast workforce demand based on historical data, business trends, and seasonal variations. Collaborate with leadership to align workforce strategies with business goals. Real-Time & Capacity Management: Ensure real-time monitoring of operations, identifying and addressing deviations proactively. Optimize workforce utilization while maintaining service levels and operational efficiency. Manage capacity planning to support business growth and peak periods effectively. Performance & Process Optimization: Drive automation and process improvements to enhance workforce productivity. Develop and monitor key WFM metrics such as shrinkage, occupancy, adherence, and efficiency. Ensure compliance with SLAs and improve turnaround time across operations. Cross-functional Collaboration: Work closely with Operations, HR, and Finance teams to drive data-driven workforce decisions. Support talent acquisition and training teams in hiring and upskilling as per business needs. Lead a team of WFM professionals and foster a high-performance culture. Key Requirements: 8+ years of experience in Workforce Management in a BPO, or Contact Center. Strong expertise in forecasting, scheduling, capacity planning, and real-time monitoring. Proficiency in WFM tools (e.g., Verint, IEX, NICE, Aspect, or similar). Advanced Excel, SQL, and data analytics skills for performance tracking. Excellent problem-solving, stakeholder management, and leadership abilities. Ability to adapt to a fast-paced and evolving business landscape.

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Workforce Management