WFM Executive
Job Description
Key Skills
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Key Responsibilities:
• Prepare and maintain headcount and capacity planners for processes assigned.
• Preparing forecasts for volume, productivity and shrinkage
• Preparing monthly reports for individual accounts
• Validate production and non-production hiring and/or internal movements.
• Analysis of scheduling outputs and recommend changes whenever necessary.
• Coordinate with internal and external stakeholders on items related to capacity planning and hiring.
• Coordinate with cross-functional teams on matters related to resource planning and movements.
• Supervise and train team members performing work tasks and responsibilities
Essential Skills, Knowledge, and Experience:
• Bachelor’s Education Qualification -The applicant should necessarily have completed Graduation, preferably of Math or science major.
• Must have 2-5 years of WFM experience in a BPO setting
• Candidate shall be responsible for all risk management & compliance activities as applicable to this functional role.
CRITICAL SKILLS REQUIRED:
• Good working knowledge of computer i.e., MS Office, Above average MS Excel knowledge is required.
• Excellent verbal & written communication & presentation skills.
• Good Interpersonal & people management skills with a good problem-solving approach.
• Expert knowledge of service procedures
• Good analytical skills in MIS, number crunching & reporting to internal & external customers.
• WFM Tool Competency (IEX, eWFM, etc…)
• RTA/ MIS Experience is advantageous.
Role
WFM
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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