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WFM Resource Planning, Scheduling, Forecasting, And Reporting Call Center

Tech Mahindra Limited
Job LocationSalford Quays
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

*Overall experience of 4+ Years in the BPO Industry.*At least 2 year experience in scheduling and rostering

  • Analysis - Strong Analytical skills
  • Should be able to handle & achieve the departmental requirements
  • Maintain data integrity
  • Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis
  • Should be open to change, Multi-tasking skills
  • Team management
  • Own the MIS delivery for the account with respect to all aspects of WFM - Planning, Scheduling, Forecasting, Real Time Management, Reporting
  • Capacity planning, Forecasting and Scheduling & Accurate and Timely reporting
  • Stakeholder Management - Internal and External
  • Meeting client requirements within TAT and with accuracy
  • Ability to handle high level data analysis and data
  • Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue
  • Should look at revenue enhancement opportunities within the Business
    • Applicant’s Specifications:
  • Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting.
  • Good communication skills (Role requires interaction with Sr. Leadership and customers)
  • Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
  • Should have exposure to Aspect/IEX/BP standard WFM tools
  • Should be sound in his knowledge of Avaya CMS
    • Should be able to think on the feet to make decisions related to steps which would impact business Required skills
  • Workforce Planning
  • Workforce Management
  • Workforce Performance

    • Keyskills :
    Wkfce Management

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