Senior Manager- Work Force Manager- Mumbai- Leading BPO ( 11 yrs+)

for Leading BPO
Job Location : Mumbai
Salary : 20 - 23 Lakhs Per Annum
Industry: KPO/Research Analytics
Job Type : Permanent
Experience: 11,18 Posted on: 09 Dec
Job Description



Employer          -Leading BPO

Profile              - Senior Manager

Job Location     - Chandivali,Mumbai

Job Responsibilities

·          Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations

·         anage a team of Planners who are responsible for forecasting weekly, daily and intra-day contact volumes, based on historical information and known future changes to the business plans.

·         Create the operational call volume, AHT, load factor and FTE forecast for all supported lines of business in order to complete budget forecasts, attrition forecast and hiring analysis and recommendations

·         Responsible for the management of call volume forecasting, tracking, and planning

·         To ensure that all forecasts are delivered on time and where possible analyse data to make recommendations to enhance performance.

·         Work with remote sites, including outsource partners, in a centralized WFM environment

·         Work with real-time team to optimize operational performance on a daily basis

·         Long-range forecasts (hiring requirements).

·         Provide support in creation of capacity plans, ramp plan, and recruitment plan.

·         Manage Forecasting and Supply Management of Resources that would include people, seats and bandwidth.

·         Maintain planned Vs actual forecast details for review with Leadership.

·         Monitor performance and optimize operational performance on a daily basis

·         Specific duties include staff management, providing forecasts to Client and third party, working with call center staff to create and modify staff scheduling.

·         Oversee scheduling philosophy of schedule assignments

·         Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and undertime

·         Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements

·         Responsible for maximizing efficiency and occupancy while meeting service objectives

·         Oversee analysis and reporting of employee performance including schedule adherence

·         Perform other duties and assignments as directed

If interested please share your updated CV at  with the below details:
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Keywords: wfm job work force management jobs mumbai jobs senior manager jobs
Desired Candidate Profile
Education: Any Graduate - Any Specialization,Any Post Graduate
Experience: 11,18
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