i
CollegeDekho
15 CollegeDekho Jobs
CollegeDekho - Workforce Management Role (8-14 yrs)
CollegeDekho
posted 2d ago
Fixed timing
Key skills for the job
Key Responsibilities:
Strategic Workforce Planning:
- Develop and implement WFM strategies to optimize staffing, scheduling, and resource allocation.
- Forecast workforce demand based on historical data, business trends, and seasonal variations.
- Collaborate with leadership to align workforce strategies with business goals.
Real-Time & Capacity Management:
- Ensure real-time monitoring of operations, identifying and addressing deviations proactively.
- Optimize workforce utilization while maintaining service levels and operational efficiency.
- Manage capacity planning to support business growth and peak periods effectively.
Performance & Process Optimization:
- Drive automation and process improvements to enhance workforce productivity.
- Develop and monitor key WFM metrics such as shrinkage, occupancy, adherence, and efficiency.
- Ensure compliance with SLAs and improve turnaround time across operations.
Cross-functional Collaboration:
- Work closely with Operations, HR, and Finance teams to drive data-driven workforce decisions.
- Support talent acquisition and training teams in hiring and upskilling as per business needs.
Key Requirements:
- 8+ years of experience in Workforce Management in a BPO, or Contact Center.
- Outbound Sales Process experience is mandatory.
- Strong expertise in forecasting, scheduling, capacity planning, and real-time monitoring.
- Proficiency in WFM tools.
- Advanced Excel, SQL, and data analytics skills for performance tracking.
- Excellent problem-solving, stakeholder management, and leadership abilities.
- Ability to adapt to a fast-paced and evolving business landscape.
Functional Areas: Other
Read full job descriptionPrepare for Management roles with real interview advice
2-5 Yrs