Senior Manager WFM

url to apply- https://www.naukri.com/job-listings-senior-manager-wfm-teleperformance-global-services-pvt-ltd-thane-8-to-12-years-240221002171?src=sortby&sid=16141807969713188_1&xp=3&px=1

Intelenet Global Services Private Limited3.7(3045 Reviews)

8 - 12 years

Not Disclosed

Thane

Job description

Hi,

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

Education

UG :Any Graduate in Any Specialization

Key Skills

Team HandlingWorkforce ManagementAvaya CMSReal Time AnalysisSenior ManagementLean Six SigmaWorkforce PlanningRTAWFMAvaya