Assistant Manager WFM

Assistant Manager WFM Interview Questions and Answers

Updated 26 Aug 2024
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Q1. How to calculate FTE requirement basis on call volume, AHT, Occupancy, Working Days and Working Hrs? Call Volume:50000 AHT: 1200 Occupancy: 85% Working Days: 5 Working Hrs Excluding 1 Hr Break: 8 Formula:: Call...

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Ans.

Calculate FTE requirement based on call volume, AHT, occupancy, working days, and hours.

  • Use the formula: Calls*AHT/3600/Occupancy/(Working Days * working Hrs)

  • Substitute the given values into the formula

  • Resulting value is the FTE requirement

Q2. What Forecasting Method you use while forecasting? Ans: Moving Average Weightage average Method

Ans.

I use Moving Average and Weighted Average methods for forecasting.

  • Moving Average method involves calculating the average of past data points to predict future values.

  • Weighted Average method assigns different weights to past data points based on their importance in predicting future values.

  • Both methods require historical data and are useful in predicting trends and patterns.

  • For example, if I am forecasting call volume for a call center, I would use Moving Average or Weighted A...read more

Q3. Real Time Analytical Observations and steps

Ans.

Real-time analytical observations involve monitoring and analyzing data as it is happening to make informed decisions.

  • Monitor key performance indicators in real-time

  • Analyze trends and patterns to identify potential issues or opportunities

  • Take immediate action based on observations to optimize performance

  • Utilize advanced analytics tools for real-time data analysis

  • Collaborate with team members to share insights and make data-driven decisions

Q4. Create Schedules

Ans.

Creating schedules involves assigning shifts to employees based on their availability and business needs.

  • Consider employee availability and preferences

  • Balance workload and coverage needs

  • Use scheduling software for efficiency

  • Communicate changes and updates effectively

  • Adjust schedules as needed based on feedback and performance

Assistant Manager WFM Jobs

AM - WFM (Workforce Management Assistant Manager) 4-9 years
Teleperformance (TP)
3.9
Mumbai
Assistant Manager - WFM 6-11 years
Pole To Win (PTW)
3.4
₹ 10 L/yr - ₹ 12 L/yr
Hyderabad / Secunderabad
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