Assistant Manager - WFM

This WFM resource is responsible for Creating schedules based on forecast and actual trends.

Improve efficiencies and enhance utilization of resources.

Support Real time teams to manage and achieve the SLAs

Process related experience : Expert level understanding of Workforce management principles such as Erlang C etc.

Extensive experience with short term forecasting and scheduling within the contact center environment in Both inbound Outbound and Non voice channels.

Across Multi / Omni Channel with Workforce management Tools : - Variety of Telephony platforms (Verint Presence Cisco etc.)

• Power BI knowledge and requirements management tools or project management software such as MS Project will be added advantage

Experience working with : - Building Schedules using WFM software and Earlang C calculators

Experience in activities related to : - Intraday forecasting and DOW adjustments of schedules.- Manages large scale scheduling based on WFM tolls or Erlang C Calculators

Study Historical trends business changes Operational effectiveness

Identify call routing anomalies using real time monitoring applications.

Oversees and maintains the Workforce Management (WFM) Platform / System from Scheduling perspective

Identifies real time call volume interruptions and system outages that impact contact center performance.

Escalates contact center interruptions to appropriate business continuity leaders in a timely & Discipline Management

Qualifications :

Experience : 4-6 Years

At least 6 years workforce management with specialization in forecasting / scheduling experience including people management experience 2 years managing others and / or experience in Workforce Management.

Educational Qualification : Any Graduate

Min Grade 12

Additional Information :

Night Shift

Remote Work : Employment Type :

Full-time

Key Skills

Restaurant Experience,Fashion Retail,Hospitality Experience,Assistant Manager Experience,Basic Math,Management Experience,Math,Business Management,Leadership Experience,Supervising Experience,Restaurant Management,Retail Management

Experience : years

Vacancy : 1