WFM Lead

WFM Lead:

PRINCIPAL RESPONSIBLITIES:

• Prepare and maintain headcount and capacity planners for processes assigned.
• Preparing forecasts for volume, productivity and shrinkages
• Preparing monthly reports for individual accounts
• Validate production and non-production hiring and/or internal movements.
• Analysis of scheduling outputs and recommend changes whenever necessary.
• Coordinate with internal and external stakeholders on items related to capacity planning and hiring.
• Coordinate with cross-functional teams on matters related to resource planning and movements.
• Supervise and train team members performing work tasks and responsibilities.

CANDIDATE SPECIFICATION:

• Education Qualification -The applicant should necessarily have completed Bachelor's degree preferably of Math or Sciences Major.
• Must have 2-5 years WFM experience in a BPO setting
• Candidate shall be responsible for all risk management & compliance activities as applicable to this functional role.

CRITICAL SKILLS REQUIRED:

• Good working knowledge of computer i.e., MS-Office, Above average MS Excel knowledge is required.
• Excellent verbal & written communication & presentation skills.
• Good Interpersonal & people management skills with good problem solving approach.
• Expert knowledge of service procedures
• Good analytical skills for MIS, number crunching & reporting to internal & external customers.
• WFM Tool Competency (IEX, eWFM , etc..)
• RTA/ MIS Experience is advantageous.
• Can work with minimal supervision and has initiative.