Workforce Management Lead

Job Code # 196

Job Location-  Kolkata

Salary- 6 LPA to 8 LPA

Key skills-
a) Excellent knowledge of Excels & Macro
b) Understanding of latest industry-wide known WFM practices for both Voice/Non-Voice & BO operations
c) Any Graduate
d) Min 5 Years International BPO Experience
e) Min 1 Year of WFM Lead Experience

Job Description-
• Overall 6 years of experience with Minimum 3 years of experience as Customer Service & Operations Management in ANZ Utilities & Voice / Blended Operations
• Will execute capacity ramp-up and ramp-down across all LOBs
• Drive productivity and cost efficiency by systematically challenging operations teams across multiple geographies.
• Should possess a strong analytical background that enables him/her to analyze and standardize workflow activities across his/her team.
• Will experience a wide range of problem-solving situations, ranging from short-term to strategic to decisions requiring the use of data collection and analysis.
• Should have a track record of successful relationship management, with experience generating and managing plans, reports, and analyses.
• Mitigate capacity risks by identifying dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations.
• Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
• Excellent knowledge of Excels & Macro
• Understanding of latest industry-wide known WFM practices for both Voice/Non-Voice & BO operations
• Good communication, interpersonal skills
• Multi-Tasking