Workforce Manager - Capacity Planning (3-6 yrs)

Urgent Hiring for #WFM Openings.

Location - Gurgaon.

Work from Office.

Immediate/ 1month notice holders can apply.

Experience required - Min 3+years of experience in WFM.

CTC Depending on the last drawn package.

Virtual Interviews Available.

- Proven experience with at least one of the following tools: NICE IEX, Aspect, or Teleopti.

- Strong Analytical Skills : Ability to analyze large datasets to identify trends, patterns, and opportunities for optimization.

- Demonstrated experience in creating and optimizing workforce schedules to meet service level agreements. Expertise in monitoring real-time performance metrics and making adjustments as needed to ensure optimal operations.

- Ability to effectively communicate complex concepts to both technical and non-technical audiences.

- Problem-solving: Proven ability to identify and resolve issues related to workforce management. Flexibility to adapt to changing business needs and priorities.

- Job Responsibilities: Develop and implement workforce management strategies and processes. Create and optimize workforce schedules based on forecasting and historical data. Monitor real-time performance metrics and make adjustments as needed. Conduct capacity planning to ensure adequate staffing levels to meet service demands.

- Analyze workforce data to identify trends, patterns, and areas for improvement. Develop and implement reporting and analytics to support decision-making.

- Collaborate with other departments to ensure alignment of workforce management practices with overall business objectives. Stay up-to-date on industry trends and best practices in workforce management.

- Desired Qualifications: Bachelor's degree/ postgraduate in business administration, operations management, or a related field. Certification in workforce management or a related field (e.g., WFM Certified Professional). Experience in a contact center or customer service environment. Knowledge of statistical analysis techniques.