WFM Coordinator

IntouchCX; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

IntouchCX is seeking a Workforce Management Coordinator to actively manage a Planning team, validate capacity plans, and drive performance across staffing and SLA targets.

The role requires strong analytical and communication skills, experience in WFM within BPO, and the ability to lead and coordinate with multiple stakeholders in a fast-paced environment.

Qualifications

• Bachelor's degree or above.
• 3+ years of experience in BPO industry and WFM department.
• More than 1 year of experience in BPO WFM management with no less than 7 WFM Analysts.
• Knowledge on statistical analysis and forecasting modeling.
• Previous experience working with WFM tools, budgeting, forecasting and scheduling.
• Strong analytical, problem-solving, technical, information-management and decision‑making skills.
• Demonstrated strong interpersonal and communication skills.
• Superior organizational skills and the ability to follow through.
• Strong conflict management and stakeholder management skills.
• Ability to adapt to Change and Innovation.
• Strong leadership, analytical, problem solving and decision making skills.
• Ability to work in a fast‑paced, hectic, changing environment.
• Ability to adhere to all organizational policies and procedures.
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.

Responsibilities

• Work closely with teams to validate capacity plan, review trends and arrival pattern behaviors, and understand upcoming launches and volume impacts.
• Provide updates on absenteeism, turnover, HC management in weekly staffing meetings and relevant forums.
• Be the point of contact for the team in MBRs and weekly vendor-client meetings.
• Ensure NICE and PIMS systems are updated and report any issues/bugs.
• Support the team on trend analysis and collaborate with various teams to identify root causes of volume behavior changes.
• Follow client guidelines on multi-skilling and synergies among operations to support volume and SLA targets.
• Help build and track action plans from weekly staffing meetings (or MBRs) and report progress to stakeholders.

Skills

Statistical analysis

Forecasting

Analytical skills

Communication

Leadership

Education

Bachelor degree or above

Tools

WFM tools

Budgeting

Scheduling

Job description

About the Job

The Workforce Management Coordinator will actively manage the staff, support, motivate and retain a Planning team. The ideal candidate will organize the workflow of the team, ensuring that all tasks/duties as assigned are understood, tracked and completed.

As Workforce Management Coordinator, You Will…

• Work closely with the teams to validate capacity plan, review trends and arrival pattern behaviors, understand upcoming launches and impacts in volume

• Provide updates about absenteeism, turnover, HC management, etc in the weekly staffing meetings and/or other forums where those informations are relevant

• Be the point of contact for the team in the MBRs and weekly meetings between the vendor and the client

• Make sure the team is keeping NICE and PIMS systems updated and report any issues/bugs

• Support the team on trend analysis and work very closely with various teams to understand the root causes of volume behavior change

• Follow the client guidelines in regards to multi skilling and synergies among the operations to support the incoming volume and SLA targets

• Help the team build and track the action plans discussed in the weekly staffing meetings (or MBRs) and provide updates on the action plan results to the main stakeholders

As Workforce Management Coordinator, You Have…

• Bachelor degree or above

• More than 3 years of experience in BPO industry and WFM department

• More than 1 year of experience in BPO WFM management experience with no less than 7 WFM Analysts

• Knowledge on statistical analysis and forecasting modeling

• Previous experience working with WFM tools, budgeting, forecasting and scheduling

• Strong analytical, problem-solving, technical, information-management and decision‑making skills

• Demonstrated strong interpersonal and communication skills

• Superior organizational skills and the ability to follow through

• Strong conflict management and stakeholder management skills

• Ability to adapt to Change and Innovation

• Strong leadership, analytical, problem solving and decision making skills

• Ability to work in a fast‑paced, hectic, changing environment

• Ability to adhere to all organizational policies and procedures

• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds