Workforce Manager WFM

Gratitude Inc

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1 week ago

Workforce Manager WFM

3-10 Year(s)

Chennai (chennai)

Job Description

Key Skills

Microsoft Excel WFM tools WFM. Strong analytical and Excel/Google Sheets 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

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