Assistant Manager - WFM

About the team:

The CX WFM team manages more than 10 mn customers transactions every month and responsible for generating demand projections and managing multiple outsourcing partner to ensure the right headcount is available at the right time. The team ensures a balance between planned cost, actual cost and experience.

You are Responsible for:

• Understand the key drivers for demand and supply
• Build input driven scientific plan and forecasting models
• Innovate new ways of working to improve forecasts & accuracy
• Work with large teams to bring consensus and drive decision-making with all functional stakeholders
• Managing the outsourcing partners for maintaining supply and hygiene
• Generating right demand forecast and planning the ramp up / down
• Creating internal repository for generating insightful and actionable information

To succeed in this role you should have the following:

• Should have good WFM knowledge for forecasting, capacity planning, scheduling and commerc
• Excellent analytical ability, logical reasoning and problem-solving skills
• Should be structured, meticulous and organized. Driven to automate and productize iterative and repetitive processes
• Ability to quantify even the most ambiguous problems with relevant data and assumptions
• Ability to work seamlessly with multiple teams/stakeholders
• Bias for action and get things done attitude
• Technical Skills: Excel, PowerBI, Erlang planning, TAT based planning, Backoffice Planning