Wfm Senior Manager @techmahindra Ahmedabad

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Electronics City , Bangalore, India
Job Detail
  • Industry:
    Telecom / ISP
  • Total Positions:
  • Job Type:
    Full Time
  • Salary:
  • Job Location:
    Ahmedabad, India
  • Minimum Education:
  • Minimum Experience:
    8 Years
  • Apply By:
    Sep 05, 2018
  • Job Posting Date:
    May 05, 2018
Job Description

The WFM Senior Manager is responsible for overall management and direction of the workforce team. Ensures client/customer goals are met by analysing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements

Responsible for WFM, MIS and operational functions 
Definition and improvement of WFM, MIS and other operational processes 
Demand Management from various segments and managing work force
Analyse Real time workload requirements & call routing strategies
Experience on Workforce Strategy and Planning including Demand and Supply Forecasting for Resource and Cost Optimization
Create & Improve Forecasting Models
Annual Budget Planning, P&L and Client Management, 
MIS and Analytics & Transitions 
Project Management Skills
Lead quarterly/monthly/weekly review meetings Clients & Internal stakeholders
Provide quality assurance for output of Capacity Planning
Implementation of WFM Systems & Resource Planning tools / methodologies

Strategize for controlling leakages
Improve Scheduling Efficiency & Accuracy
Track Head to Tail Ratios
Ensure Client CSAT
Promote Innovation & Automation within Team
Efficient Staffing models & solutions

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