Lead WFM

Diya Systems

Job Title: Lead – WFM (scheduling,Forecasting,Planning)

Location: Mangalore, Karnataka

Eligibility: Minimum 5+ years of experience in WFM and + years in team handling

Tools: Any eWFM tool experience is must (Genesys, IEX Total View, Aspect, and Blue Pumpkin etc.)

Job description:

Effective workforce management cycle

Experience in handling and implementing WFM solutions to the new projects

Process of forecasting and improving the forecast accuracy

Describe the impact of seasonality and week of month factor on forecasting

Long term and short term planning (Forecasting and resource requirements)

Ideal staffing model review (Weekly)

Account level performance (SLA, Volume, AHT and staffing)

Attrition and shrinkage management

Attend weekly meeting with the OPS and the team

People management (For leaves, assigning works etc.)

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• Experience

  5 - 10 Years

• No. of Openings

  2

• Education

  Professional Degree

• Role

  Lead WFM

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office