WFM Lead (Airline Process)
Gratitude IncWFM Lead (Airline Process)
Job Description
Key Skills
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Requirements:
- Excellent communication skills
- Strong analytical skills for MIS & number crunching
- 2-5 years of RTA/MIS experience in a BPO setting
- Proficiency with WFM Tools (IEX, eWFM, etc.)
- Immediate availability preferred
- College/Bachelor’s degree in Math or Sciences preferred
- Willingness to work on-site
- Ability to work night shifts and on a rotating schedule
Principal Responsibilities:
- Develop and maintain headcount and capacity planners for assigned processes.
- Generate volume, productivity, and shrinkage forecasts.
- Prepare monthly reports for individual accounts.
- Validate hiring and internal movements.
- Analyze scheduling outputs and suggest changes as needed.
- Liaise with internal and external stakeholders on capacity planning and hiring.
- Collaborate with cross-functional teams on resource planning and movements.
- Supervise and train team members in their responsibilities.
Candidate Specification:
- Bachelor’s degree in Math or Sciences preferred.
- 2-5 years of WFM experience in a BPO setting.
- Responsible for risk management and compliance activities pertinent to the role.
Critical Skills Required:
- Proficiency in MS Office, particularly Excel.
- Exceptional verbal, written, and presentation skills.
- Strong interpersonal, people management, and problem-solving abilities.
- Expertise in service procedures.
- Advanced analytical skills in MIS, reporting, and number crunching.
- WFM Tool Competency (IEX, eWFM, etc.).
- Advantageous: RTA/MIS Experience.
- Self-motivated, capable of working with minimal supervision.
Role
Account Manager
Timings
Day Shift (Permanent)
Industry
Banking / Financial Services / Broking
Work Mode
Work from office
Process
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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