GM WFM

Roles and Responsibilities

• Manage workforce management (WFM) operations for efficient scheduling and resource allocation.
  
• Collaborate with stakeholders to identify process improvements and implement changes that drive efficiency gains.
  
• Develop and maintain capacity plans to meet business requirements, utilizing tools like IEX and Power BI.
  
• Provide MIS reporting on WFM metrics, including headcount analysis and performance tracking.
  
• Ensure compliance with regulatory requirements and internal policies related to staffing levels.
  

Desired Candidate Profile

• 8-12 years of experience in WFM or similar role in BPO/BPM industry.
  
• MBA/PGDM degree from a reputable institution.
  
• Strong understanding of Capacity Planning, Scheduling, Resource Planning, Workforce Management principles.
  
• Proficiency in using IEX software for demand forecasting and planning.