WFM Manager
Leading BPO in Bangalore
Must be Manager WFM on papers
US Shifts
Experience 8+Years
Immediate joiners Lesser notice preferred
Experience
Experience leading Workforce Management teams supporting operations at significant scale hiring and developing great people, and establishing a collaborative and positive team culture
Contact Centre Workforce Management experience with client facing experience (added advantage)
Experience with Workforce Management platforms/software (e.g., NICE IEX, Aspect,Teleopti), WFM best practices and terminology (i.e., you have subject matter expertise across WFM disciplines).
Experience creating and designing workflows and processes, as well as measuring their efficacy
Ability to simplify complex operations into repeatable processes
Comfortable in fast-paced environment
Ability to make decision in time sensitive ambiguous situations
Key Responsibilities:
Develop the global workforce management strategy to drive optimal outcomes for all contact centers.
Expert knowledge of workforce management theory and best practice.
Prepare a strategic business plan for the workforce management processes, including new software and equipment upgrades, forecasting strategies, new hire staffing recommendations and manage Intraday Activities.
Direct management of WFM / WFO activities and staffs in participating projects, including shared services contact center.
Work with business leaders to develop impactful and measurable workforce plans and metrics to drive talent decisions.
Participates in cross-functional initiatives in support of the overall Online strategy. Requires the ability to provide executive-level communication and insight.
Partner with Customer's WFM and leadership team to execute on business strategies by effectively organizing and managing the workforce to effectively address the workload.
Find opportunities to streamline the end-to-end workforce planning process considering user experience.
Strong analytical, organizational, project management skills, strong knowledge of multiple workforce management
Interested candidates can mail their cv at or call at