Job Description
Process Information :
The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.
Key Responsibilities :
- Analyze staffing/volume trends and operational performance dashboards.
- Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner.
- Collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
- Prepare financial forecasts based on inputs from various sources and historical trends.
- Create and maintain financial reports for business stakeholders.
- Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency.
- Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
- Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
- Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders.
- Maintain various WFM tools and set ups e.g. IEX etc.
- Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitability.
Desired Skills :
- Strong communication skills, both written and verbal.
- Highly Proficient in Microsoft Office tools.
- Strong attention to detail.
- Understanding of the financial impact of all decisions made within WFM.
- Solution driven and result oriented mindset.
- Highly Proficient in Microsoft Office tools.
- Willingness to work in a dynamic 24*7 environment handling international programs/clients.
- Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
- Self-starter, sense of urgency, and works well under pressure.
- Highly professional and able to develop strong business partnerships.
- Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys
Job Description
Process Information :
The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.
Key Responsibilities :
- Analyze staffing/volume trends and operational performance dashboards.
- Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner.
- Collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
- Prepare financial forecasts based on inputs from various sources and historical trends.
- Create and maintain financial reports for business stakeholders.
- Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency.
- Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
- Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
- Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders.
- Maintain various WFM tools and set ups e.g. IEX etc.
- Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitability.
Desired Skills :
- Strong communication skills, both written and verbal.
- Highly Proficient in Microsoft Office tools.
- Strong attention to detail.
- Understanding of the financial impact of all decisions made within WFM.
- Solution driven and result oriented mindset.
- Highly Proficient in Microsoft Office tools.
- Willingness to work in a dynamic 24*7 environment handling international programs/clients.
- Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
- Self-starter, sense of urgency, and works well under pressure.
- Highly professional and able to develop strong business partnerships.
- Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys