Workforce Manager WFM
Gratitude IncWorkforce Manager WFM
Job Description
Key Skills
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Role: Workforce Management (WFM) Manager
Location: Indore/Chennai
Grade: BPO 3/4
Salary Range: 9 – 12 LPA
Contractual Services:
The WFM Manager is responsible for forecasting, capacity planning, real-time monitoring, and scheduling to ensure optimal staffing and service level adherence across all support channels.
Google Product Certification: WFM tools (e.g., NICE, Verint, Aspect) ITIL Foundation
Responsibilities:
• Develop and manage short- and long-term forecasts based on historical data and business trends.
• Create and maintain agent schedules to meet SLA and productivity targets.\
• Monitor real-time performance and adjust staffing as needed.
• Collaborate with Operations, QA, and Training teams to align workforce strategies.
• Analyze shrinkage, occupancy, and adherence metrics to optimize efficiency.
• Generate WFM reports and dashboards for leadership review.
• Lead a team of WFM analysts and planners.
Skills & Competencies:
Mandatory:
Mandatory:
• Strong analytical and Excel/Google Sheets skills.
• Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys).
• Experience in multi-channel support environments.
• Excellent communication and stakeholder management.
Good to Have:
• Knowledge of Google Workspace tools.
• Familiarity with AI-driven forecasting or scheduling tools.
• Experience in BPO or tech support environments.
*
**Graduation is Compulsory**
**PAN and DOB is required for Employee Profile creation**
Role
Any Other
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Functional Area
Any Other
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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