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Deputy Manager
Fusion CX
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Collaborate with stakeholders to understand business needs and forecast workload demands.
- Develop and maintain accurate capacity models to optimize staffing levels and meet service level
objectives. - Monitor real-time adherence to schedules and implement adjustments as necessary.
- Analyze historical data to make informed recommendations for future capacity planning.
- Oversee the accruals process to ensure accurate and timely recording of resource utilization.
- Generate invoices based on agreed-upon trends and services provided.
- Implement revenue generation strategies through effective resource allocation and utilization.
- Manage revenue forecasting accuracy and review key performance indicators (KPIs).
- Calculate service credits for deviations from agreed-upon service levels and ensure proper
documentation. - Develop and implement standardized WFM processes, ensuring compliance with industry best practices
and organization policies as a WFM Deputy Manager. - Conducting regular audits to assess the effectiveness and efficiency of WFM processes.
- Identify areas for improvement and work with cross-functional teams to implement enhancements.
- Stay informed about industry trends and emerging technologies to continuously optimize WFM processes.
- Functional knowledge of various workforce management & financial tools.
- Overall Understanding of workforce management, along with operational management.
- Understand and know the purpose of the role and how it links to the other roles.
- Understands and has knowledge of key contact center metrics such as Shrinkage, AHT, Occupancy,
Schedule, Adherence, etc. - Analyze situations, identify the gaps quickly, and take necessary steps to avoid impact.
A Deputy Manager joining our WFM team in Kolkata must possess the following educational qualifications, relevant experience, and knowledge to successfully mobilize and utilize resources:
- Bachelor s degree or equivalent
- Minimum of two years of experience as an Assistant Manager in Workforce Management.
- Overall understanding of workforce management and operational management.
- Familiarity with key contact center metrics such as Shrinkage, AHT, Occupancy, Schedule Adherence,
etc. - Analytical mindset with the ability to identify gaps and take necessary steps to avoid impact.
Employment Type: Full Time, Permanent
Functional Areas: Customer Service & Operations
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People are getting interviews at Fusion CX through
People are getting interviews through
(based on 79 Fusion CX interviews)
Walkin
Referral
Job Portal
Company Website
36%
27%
20%
6%
11% candidates got the interview through other sources.
High
Confidence
?
High Confidence means the data is based on a large number of responses received from the candidates.
What people at Fusion CX are saying
Rating based on 8 Deputy Manager
reviews
Anonymous · BPO
in Noida
Likes
Not much
Dislikes
Culture; salary; work life balance
Read 8 reviewsDeputy Manager salary at Fusion CX
reported by
18
employees
with 7-16
years exp.
₹4
L/yr - ₹7.6
L/yr
47%
less
than the average Deputy Manager Salary in India
View more details
What Fusion CX employees are saying about work life
based on 1.4k employees
Flexible timing
Rotational Shift
No travel
Day Shift
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Fusion CX Kolkata Office Location
Kolkata, West Bengal Office
Headquarter
Y9, EP Block, Sector V, Salt Lake City, Kolkata, West Bengal 700091, IN
Kolkata, West Bengal
700091
700091
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