Senior Manager WFM

Senior Manager WFM

Senior Manager WFM

Senior Manager WFM

url to apply-

Intelenet Global Services Private Limited3.7(3045 Reviews)

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8 - 12 years

Not Disclosed


Job description




Greetings from Teleperformance DIBS!!


We are having opening for Senior Manager -WFM.


Below are required details :


This role is responsible to/for :


  • Demonstrated skills and competencies in assessment, problem solving, practices / policy administration / interpretation.
  • Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in fast paced environment and manage all to completion.
  • Process orientation, including strong organizational and prioritization skills.
  • Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills.
  • Good interpersonal skills, with the ability to work effectively with people at all levels of the organization.
  • Good communication, facilitation, and interpersonal skills.
  • Proficient with Microsoft Office products like Windows, Word, Excel, and PowerPoint required. Coach mentor Motivating team with excellent people touch
  • Excellent analytical skills with ability to problem solving.
  • Hand on experience on Scheduling on Excel (using Erlang or other models) for the Process/Processes to ensure forecasted service level (SL) for the day is met / maximized.
  • In case line staffing is provided, ensuring that the staffing schedules meet the requirements satisfactorily. This can be a weekly, bi-weekly or a monthly activity.
  • Ability to perform Capacity planning for the Process/Processes on a rolling 3 months basis to help generate a hiring plan for optimum staffing this could be at a weekly level as well Work closely with RTAs (Real Time Analysts) to provide WFM support.
  • Proactive approach in recognizing emerging trends
  • Perform root cause analysis on need basis suggest corrective action
  • Staffing and Leave planning based on volume trends.
  • Building Client relationship with effective communication
  • Provide reports pertaining to Service Levels, staffing requirements and Forecast deviation.


Desired Candidate Profiles :

  • Must be Graduate
  • 10+ Years of experience out of which 2 years experience in leading workforce management team in Outsourced contact center environment with multiple clients and regions
  • Excellent analytical skills attention to detail
  • Ability to lead calls with clients / other business function independently
  • Should have excellent client handling skills
  • Ability to handle pressure - Timelines and Customer Demands
  • Self-motivated and execution oriented
  • Team worker and should have people/peer management experience
  • Should be capable of handling lots of data in an efficient and effective manner.
  • LEAN/Six Sigma Trained, Tested Certified
  • In-depth understanding of the various call center metrics and their impact on each other
  • Excellent knowledge of Advanced Excel, Erlang models Avaya CMS
  • Knowledge of Forecasting techniques would be an added advantage
  • Leads by example with High Value and Integrity


  • Location : Thane
  • Rotational Shits



RoleAssistant Manager/Manager-(NonTechnical)

Industry TypeBPO, Call Centre, ITeS

Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations

Employment TypeFull Time, Permanent

Role CategoryBack Office/Web/Transaction Processing


UG :Any Graduate in Any Specialization

Key Skills

Team HandlingWorkforce ManagementAvaya CMSReal Time AnalysisSenior ManagementLean Six SigmaWorkforce PlanningRTAWFMAvaya