Workforce Manager
Workforce Manager
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1 Vacancy
Job Description
Job Summary:
We are looking for a highly skilled Workforce Manager BPO Industry to oversee workforce planning scheduling and realtime management while also leading datadriven decisionmaking for business optimization. This role plays a critical part in ensuring operational efficiency resource optimization and strategic insights that drive performance improvements across the organization.
Requirements
Key Responsibilities:
Workforce Management:
1. Develop and execute workforce planning strategies to ensure optimal staffing levels.
2. Oversee forecasting scheduling and realtime workforce management to meet business goals.
3. Optimize agent staffing ensuring alignment with demand fluctuations and SLAs.
4. Implement workforce tools and processes to enhance productivity and cost efficiency.
5. Work closely with operations and HR teams to improve workforce utilization and efficiency.
Data Analytics & Performance Management:
1. Lead datadriven decisionmaking by analyzing key workforce and operational metrics.
2. Develop dashboards and reports to track performance trends and areas for improvement.
3. Provide insights on productivity attrition absenteeism and performance metrics.
4. Collaborate with senior leadership to create actionable strategies based on data insights.
5. Implement and manage BI tools (Power BI Tableau etc. to enhance reporting capabilities.
Process Optimization & Strategy:
1. Identify opportunities for automation AIdriven forecasting and workforce efficiency improvements.
2. Develop and refine KPI measurement frameworks for better business insights.
3. Standardize reporting and ensure data accuracy across workforce and operational reports.
4. Work with IT and operations teams to enhance data collection and integration processes.
Key Responsibilities: Workforce Management: 1. Develop and execute workforce planning strategies to ensure optimal staffing levels. 2. Oversee forecasting, scheduling, and real-time workforce management to meet business goals. 3. Optimize agent staffing, ensuring alignment with demand fluctuations and SLAs. 4. Implement workforce tools and processes to enhance productivity and cost efficiency. 5. Work closely with operations and HR teams to improve workforce utilization and efficiency. Data Analytics & Performance Management: 1. Lead data-driven decision-making by analyzing key workforce and operational metrics. 2. Develop dashboards and reports to track performance, trends, and areas for improvement. 3. Provide insights on productivity, attrition, absenteeism, and performance metrics. 4. Collaborate with senior leadership to create actionable strategies based on data insights. 5. Implement and manage BI tools (Power BI, Tableau, etc. to enhance reporting capabilities. Process Optimization & Strategy: 1. Identify opportunities for automation, AI-driven forecasting, and workforce efficiency improvements. 2. Develop and refine KPI measurement frameworks for better business insights. 3. Standardize reporting and ensure data accuracy across workforce and operational reports. 4. Work with IT and operations teams to enhance data collection and integration processes.
Employment Type
Full Time
