Wfm Manager

1. Workforce Forecasting and Planning:

• Develop and maintain accurate, short-term and long-term workforce forecasts based on historical trends, seasonal fluctuations, and business needs.
• Collaborate with operational teams to ensure forecasts align with the companys goals and objectives.
• Monitor and adjust forecasts to account for unexpected changes in demand or staffing.

2. Staff Scheduling and Optimization:

• Create and manage efficient work schedules that align staffing levels with forecasted demand while meeting service level agreements (SLAs)
• Manage time-off requests, shift swaps, and other employee scheduling needs in compliance with company policies.
• Ensure optimal utilization of resources across all shifts and adjust schedules based on real-time operational changes.

3. Real-Time Workforce Management:

• Monitor daily operations and adjust staffing levels as needed to meet demand fluctuations or unexpected events such as absenteeism.
• Ensure team adherence to schedules and proactively resolve scheduling conflicts or issues.
• Analyse real-time data to identify performance gaps and take corrective actions as necessary.

4. Performance Analysis and Reporting:

• Track and analyse key performance indicators (KPIs), such as service levels, agent adherence, average handle time, and occupancy rates.
• Generate regular reports for management that provide insights into workforce performance and areas for improvement.
• Develop action plans based on performance metrics to optimize efficiency and customer experience.

5. Collaboration and Communication:

• Work closely with HR, operations, and other departments to ensure alignment of workforce management activities with overall business objectives.
• Communicate effectively with leadership regarding staffing levels, forecast accuracy, and performance.
• Ensure open lines of communication with team members regarding schedules, adherence, and performance expectations.

6. Technology and System Management:

• Utilize workforce management tools (e.g., Verint, NICE, Genesys, Kronos) to forecast, schedule, and track workforce performance.
• Ensure proper utilization and maintenance of WFM software to optimize workforce planning and scheduling processes.
• Stay up-to-date with the latest technology trends in WFM to continually improve processes.

7. Employee Engagement and Support:

• Foster a positive work environment by supporting employee scheduling needs and promoting work-life balance.
• Assist HR in the management of labour-related issues such as attendance, compliance, and scheduling conflicts.
• Promote adherence to company policies and ensure fair and consistent treatment of all employees.

Interested candidates can share their resume at saloni1.talwar@nirvasa.com

or call at 88519 49919