WFM Executive

Gratitude Inc

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18 hours ago

WFM Executive

2-4 Year(s)

Job Description

Key Skills

MIS Reports WFM System WFM tools WFM. RTA tool

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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

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Brenda Mielizu

Recruiter - Gratitude Inc

NA, kenya

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