Role & responsibilities
• Workforce Planning: Develop and implement workforce plans to ensure optimal staffing levels and resource allocation.
- Scheduling: Create and manage employee schedules, ensuring adequate coverage and compliance with labor laws.
- Forecasting: Analyze historical data and trends to forecast staffing needs and workload demands.
- Performance Monitoring: Monitor and analyze key performance indicators (KPIs) related to workforce management, providing insights and recommendations for improvement.
- Reporting: Generate and maintain reports on workforce metrics, including attendance, productivity, and utilization.
- Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
- Team Leadership: Supervise and mentor a team of WFM analysts, providing guidance, support, and performance feedback.
- Collaboration: Work closely with cross-functional teams, including HR, operations, and finance, to ensure alignment with business goals.
- Compliance: Ensure compliance with company policies, labor laws, and industry regulations.
- Technology Utilization: Utilize WFM software and tools to streamline processes and improve accuracy.
Preferred candidate profile
- Experience in people management
- Bachelors Degree in a quantitative field (math, statistics or equivalent)
- 5 years experience in WFM in BPO industry.
- Experience in building and analyzing models for forecasting and headcount optimization.
- Experience in Capacity Planning, Scheduling & Rostering.
- Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
- Proficient in advanced usage of Microsoft Excel.
- Excellent communication skills.
Perks and benefits
• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• A dynamic and supportive work environment.
Employment Type: Full Time, Permanent
Read full job description