Immediate Opening For WFM - Hyderabad

Roles and Responsibilities

• Manage workforce management (WFM) operations for a BPO/call center environment.
  
• Utilize scheduling tools such as Scheduler, RTA, Forecasting, Resource Planning, Real Time Analysis, IEX, Aspect, Avaya CMS, Blue Pumpkin to optimize staffing levels and reduce costs.
  
• Analyze data to identify trends and areas for improvement in WFM processes.
  
• Collaborate with cross-functional teams to implement process improvements and ensure compliance with industry regulations.
  
• Provide exceptional customer service by responding promptly to customer inquiries via phone or email.
  

Desired Candidate Profile

• 5-10 years of experience in Workforce Management (WFM) with expertise in BPO/Call Center environment.
  
• Strong understanding of scheduling software including Scheduler, RTA, Forecasting, Resource Planning, Real Time Analysis, IEX, Aspect, Avaya CMS, Blue Pumpkin .
  
• Excellent analytical skills with ability to analyze complex data sets and draw meaningful insights.