Sr. Manager/Manager – WFM ( Workforce Management )

Sr. Manager/Manager – WFM ( Workforce Management )

Pranay Kumar Pranay Kumar Jan 20, 2021 857 0

Sr. Manager/Manager – WFM ( Workforce Management )

Sr. Manager/Manager – WFM ( Workforce Management )

Url to apply-https://www.naukri.com/job-listings-sr-manager-manager-wfm-workforce-management-indiabulls-securities-limited-gurgaon-8-to-11-years-051120001796?src=sortby&sid=16111342334814545_4&xp=20&px=1

Indiabulls Securities Limited3.4(462 Reviews)

8 - 11 years

₹ 7,00,000 - 12,00,000 P.A.

Gurgaon

Job description

 

Define the Role

 

  • The Command Centre serves as the focal point for managing service level of the call center by controlling leakages and reporting incident on real time basis. Command Centre analyst will be primary responsible for monitoring events
    •The Workforce Management Analyst is responsible for effectively delivering real time management with the purpose of optimizing utilization of resources to achieve business objectives.
    • Resource Planning: Maintaining and recommending the Manpower requirement to higher management, based on current situation and future requirement
    • Co-ordinating with the business for adhoc activities to be conducted on mass level. e.g. Training for Newly launched Products, Projects of different types, BCP(Business Continuity Process)

 

 

Skill

 

  • Expert in Managing Service Level and controlling Leakages
    •Guiding team on new project and executing it more efficiently
    •Exploring new vendors in view of cost & quality benefits
    • Forecasting & Scheduling manpower as per business requirement
    • Maintaining and recommending the Manpower requirement to higher management, based on current situation and future requirement
    • Planning and implementing the new projects as per the requirement of the Organization to reduce the cost and maintain the efficiency of work with less number of Manpower
    Coordinating with Telecom Service provider for all issues related to PRI & Toll Free
    Exploring new vendors in view of cost & quality benefits.
    Involved in Analyzing IVR call log files to determine root cause of production issue, IVR UAT testing and implementation

 

Please Note:- The candidate must have experience in Ameyo Tool.

RoleTeam Leader -(NonTechnical)

Industry TypeBanking, Financial Services, Broking

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

Employment TypeFull Time, Permanent

Role CategoryVoice

Education

UG :Any Graduate in Any Specialization

Key Skills

Resource PlanningIVRWorkforce ManagementCommand CenterPRIContact CenterameyoForecastingWFM

Tags: