Mis/wfm Manager
Year Gurgaon, Haryana, India
Job Description
:Staffing: Developing a staffing plan that considers skill sets, replacement and recruiting timing, training, and cross training
- Scheduling: Managing rosters and data in real time, and scheduling non-contact activities like training, meetings, and time off
- Reporting: Producing high-quality workforce data and information, and generating internal reports
- Forecasting: Developing strategic and tactical forecasts to ensure resources are scheduled accurately
- Process improvement: Identifying opportunities for process improvement and working with the WFM product team to implement solutions
- Communication: Establishing clear lines of communication with operations and product teams
- Risk management: Providing reviews and feedback on areas of potential risk and threats
- Performance: Ensuring efficiency and currency of established procedures to achieve optimum performance levels
- Analyzing delivery center absences and recommending actions to meet targets
- Analyzing intraday statistics, delivery center performance, and service levels
- Managing call volume, daily attendance, and program break schedules
- Working closely with the operations team to analyze and help improve their delivery processes
Experience handling 2 or more team membersBPO Voice & Non-Voice operations with Inbound and Outbound.
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Job Detail
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Job IdJD3558846
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationGurgaon, Haryana, India
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EducationNot mentioned
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ExperienceYear