Assistant Manager - WFM

Responsibilities

• The Ideal candidate should have Workforce Management experience from BPO industry.
• Should be working either as Team Lead or Assistant Manager in BPO WFM department for a minimum of 2 years.
• Should have managed a team.
• Should have knowledge/hands-on experience in generating Long Range Forecasting and Capacity Planning.
• Excellent communication skill in oral and written.
• Should have experience in Client and Stakeholder management.
• Should have good Knowledge of MS-Office and Power BI.
• Should have good Knowledge of Budgeting and other metrics.
• Should have in-depth understanding of the various call center metrics and their impact on each other.
• Should be able to understand, manage and report metrics like Service Level, Occupancy, Attrition, Shrinkage, Staffing, etc.
• Managing Shrinkages, Schedule & Break adherence.
• Escalating deviation to the planned schedules.
• Initiating proactive alerts related to performance.
• Publishing intraday snapshots/reports.
• Informing Operations of mitigation plans.
• Managing exceptions.
• Stakeholder Management.
• Ensuring that Compliance standards are met regarding Data and reports accuracy.
• Ability to interpret correspondence and intended outcome accurately.
• Demonstrate high standards of personal performance.
• Proven track record of delivering results and leading teams in a dynamic business environment.

Qualifications

Grade 12

Preferred post matric qualification in similar field