Assistant Manager -WFM || BPO Experience- Required

Role Summary:
We are seeking a skilled Assistant Manager for Workforce Management (WFM) to oversee capacity planning, scheduling, forecasting, real-time management, and reporting for the Business Process Outsourcing (BPO) operation. The ideal candidate will be responsible for ensuring that all required KPIs are met, managing operational efficiency, and driving improvements across multiple areas of workforce management.

What You Would Be Doing:

• Capacity Planning, Scheduling & Forecasting:
  Managing the overall WFM process, including capacity planning, scheduling, and forecasting to ensure that operations meet demand and perform at optimal levels. You will be responsible for the accuracy and timeliness of reports in these areas.
• Real-Time Management & Reporting:
  Monitoring real-time performance, managing outage scenarios, and providing immediate solutions to avoid disruptions in service. You will also handle the delivery of Management Information System (MIS) reports, ensuring accuracy and alignment with business requirements.
• KPI Monitoring & Performance Tracking:
  Continuously monitoring key performance indicators (KPIs) to ensure targets are met. This includes the daily tracking of performance, identifying outliers, and taking corrective actions to improve efficiency and meet business goals.
• Client Management & Stakeholder Communication:
  Managing both internal and external client relationships by ensuring that the operational requirements and SLAs are met. Engaging with stakeholders regularly to discuss performance, challenges, and improvements.
• Ad-hoc Requirements & Issue Resolution:
  Managing any ad-hoc requests from operations or other departments. Proactively identifying potential issues or risks that may affect performance or revenue and implementing solutions to address them.
• Data Integrity & Analysis:
  Maintaining data accuracy and integrity across all WFM systems. You will be responsible for high-level data analysis, including generating dashboards and ad-hoc reports, ensuring data is consistent and reliable.
• Outlier & Efficiency Management:
  Managing outlier situations across all efficiency parameters, ensuring that any deviations are addressed immediately to maintain operational effectiveness.
• Tool Management & Process Improvement:
  Using WFM tools (IEX, Avaya, Variant, Blue Pumpkin) to improve forecasting, scheduling, and reporting processes. Continuously improving the use of these tools to enhance overall operations.

Qualifications:

• Education: Graduate in any discipline.
• Experience: Minimum 1-2 years in a WFM Assistant Manager role or similar position within the BPO environment.

Skills:

• WFM Knowledge: Strong understanding of WFM functions such as planning, scheduling, forecasting, and reporting.
• Tool Expertise: Experience using WFM tools like IEX, Avaya, Variant, or Blue Pumpkin.
• Data & Analytical Skills: Strong analytical skills with the ability to handle large datasets, identify trends, and provide actionable insights.
• Excel Proficiency: Advanced Excel skills and the ability to upskill the team in Excel, including creating reports and data visualizations.
• Communication: Excellent communication skills, particularly in interacting with senior leadership, clients, and various internal teams.
• Decision-Making: Ability to think on your feet and make decisions quickly, especially in situations that impact business performance or revenue.
• Shift Flexibility: Ability to work in a 24/7 rotational shift environment.

Whats Expected:

• Strong leadership skills and the ability to mentor and guide a team.
• Ability to analyze data and provide solutions that preempt performance issues.
• Expertise in managing real-time operations and proactively resolving issues.
• Strong client management skills, with the ability to meet client requirements within the defined turnaround time (TAT).

What Are You Signing Up For?

• Competitive salary.
• Health and wellness programs.
• Career advancement opportunities.
• Comprehensive career development and training throughout your tenure.
• A dynamic, growth-oriented work culture.
• Equal employment opportunities for all candidates, regardless of background or identity.

Location- Gurgaon

Contact Person- Nidhi Rastogi

Interested candidate share resume at nidhi.rastogi@igtsolutions.com