Senior Manager – Workforce Management – BPM (10-15 yrs)

We are hiring for a well known BPM for their operations in Bangalore. This role requires the candidate to work in US Shift.

1- Cap Planning – Should be well versed on cap planning concepts and can develop cap plans on its own

2- Solutioning – HC models/forecast models – Post Covid we had to deliver multiple solutions to client on contract negotiation/HC modelling/Forecasting models – Candidate should have ample experience in WFM to deliver these adhocs (not mandatory)

3- Forecasting – Should be educated on forecasting concepts and can develop forecasting models

4- Reporting presentation – he should have excellent presentation skills both verbal and data presentation

5- Scheduling – Good to have

– 7 years of experience in Workforce Management/Optimization.

– 3-4 years of Supervisory experience with ability to influence and drive results.

– Strong Analytical, Math, Reasoning and Investigative skills.

– Ability to prioritize, organize and summarize data from multiple sources

– Strong attention to Detail/Process with strategic thinking and planning skills

– Strong Leadership qualities, a good sense of judgment and a high degree of confidentiality

– Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others

– Proficient computer skills and working knowledge of Microsoft Office applications including Outlook Email, Power Point, Word and Advanced Excel skills

– Experience forecasting with WFM applications and working with call routing strategies

– Leverage a forecasting and scheduling, tool to predict volume, to plan for appropriate staffing requirements.

– Contact Centre experience required.

– WFM Tools : IEX (Preferred) , Aspect & Blue pumpkin


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