Assistant Manager WFM
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Job Summary
This WFM resource is responsible for Creating schedules based on forecast and actual efficiencies and enhance utilization of Real time teams to manage and achieve the SLAsProcess related experience: Expert level understanding of Workforce management principles such as Erlang C experience with short term forecasting and scheduling within the contact center environment in Both inbound Outbound and Non voice Multi / Omni Channel with Workforce management Tools:- Variety of Telephony platforms (Verint Presence Cisco etc.)- Power BI knowledge and requirements management tools or project management software such as MS Project will be added advantageExperience working with:- Building Schedules using WFM software and Earlang C calculators- Sound knowledge of RTA management and effectiveness of schedulingExperience in activities related to:- Intraday forecasting and DOW adjustments of schedules.- Manages large scale scheduling based on WFM tolls or Erlang C Calculators- Manage and optimize existing schedules based on Actual trendsStudy Historical trends business changes Operational effectivenessIdentify call routing anomalies using real time monitoring and maintains the Workforce Management (WFM) Platform / System from Scheduling perspectiveIdentifies real time call volume interruptions and system outages that impact contact center contact center interruptions to appropriate business continuity leaders in a timely & Discipline Management
Qualifications :
Experience: 4-6 YearsAt least 6 years workforce management with specialization in forecasting / scheduling experience including people management experience 2 years managing others and/or experience in Workforce Qualification: Any Graduate
Remote Work :
No
Employment Type :
Full-time
About Company
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable busin ... View more
