Hiring For WFM Coordinator

touch2success software solutions private limited

Roles & Responsibilities:

➔ Lead weekly and daily staffing review meetings with management and forecast / scheduling

analysts detailing previous and current week’s performance and forecasted performance of

remainder of current week and next week, while also identifying risks

➔ Manage intraday staffing levels across multiple sites/entities

➔ Monitor real-time staffing Adherence Alerts

➔ Monitor real-time ACD agent work state reports

➔ Ownership & administration of intraday schedule changes

➔ Clearly and quickly communicate identified intraday or other risks to management and other team

members

➔ Optimises FTE and Staffing expenses to reduce cost per call and increase agent utilization and call

per hour metrics

➔ Actively involved in process improvement and KPI development

➔ Coordinate and interact with internal and external integrated partners regarding real-time

performance, making adjustments where necessary to balance client and operational goals

➔ Provide clear and tactful communication to Client Delivery Management, Client Account Managers

and Client Teams

➔ Creates innovative solutions to unique challenges and follows through to a successful outcome

➔ Conducts root cause and threat analysis for items impacting performance or stability

➔ Develops and presents analytical reporting using available data understanding the needs of

stakeholders at differing levels of authority (from agent to executive team)

Experience

➔ Minimum of 3 years of relevant experience preferred.

➔ Strong in MS Excel or Google Sheets

➔ Flexible to work in night shifts

We offer a great work environment and friendly team culture. Competitive Pay and Benefits.

These vacancies are urgent. Immediate Interviews.

• Experience

  3 - 6 Years

• No. of Openings

  1

• Education

  Any Bachelor Degree

• Role

  WFM Coordinator

• Industry Type

  Recruitment Consulting / Staffing Services

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office