Workforce Manager

Job Description

Qualifications: 

  • Bachelor’s Degree Holder with at least 5-7 years of experience in End to End Workforce Management
  • Proficient in WFM Tools Verint, IEX, Avaya reports, etc. and have knowledge of tools like Power BI, Tableau
  • Should have an Analytical bent to understand data points. Should be sound with Graphs, Trend Analysis, Projections basis Trends, etc

Responsibilities: 

  • Managing the delivery team of the process not limiting to RTAs but may also include Scheduling & Planning
  • Managing/designing KRA’s for the team to align with the overall process requirement
  • Directly responsible for maintaining stakeholder relationships (internal & external)
  • Manage Service Level & Abandon, Shrinkages, Schedule & Break adherence
  • Need to be well versed with scheduling, planning & forecasting methodology
  • Need to have hands-on experience of WFM & ACD tools like IEX, Verint, Aspect, Avaya CMS, Nortel, Genesys, etc.

Tagged as: workforce manager

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Job Overview

Referral Reward Info

15,000  per job vacancy*
*The reward money will only be released to the referrer(s) whose candidate(s) will be selected for hiring.

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