QUALIFICATIONS:

• College Graduate/UG of 2 years (completed 4 sems) of any field

• Knowledgeable in reporting and analytics and has a background in RTA/MIS

• Must be knowledgeable in handling different WFM tools

• Availability: ASAP joiner is an advantage

• Work Set up: On-site

PRINCIPAL RESPONSIBILITIES:

• Prepare and maintain headcount and capacity planners for processes assigned.

• Preparing forecasts for volume, productivity and shrinkage

• Preparing monthly reports for individual accounts

• Validate production and non-production hiring and/or internal movements.

• Analysis of scheduling outputs and recommend changes whenever necessary.

• Coordinate with internal and external stakeholders on items related to capacity planning and hiring.

• Coordinate with cross-functional teams on matters related to resource planning and movements.

• Supervise and train team members performing work tasks and responsibilities.

CANDIDATE SPECIFICATION:

• Education Qualification -The applicant should necessarily have completed Graduation, preferably of Math or science major.

• Must have 2-5 years of WFM experience in a BPO setting

• Candidate shall be responsible for all risk management & compliance activities as applicable to this functional role.

CRITICAL SKILLS REQUIRED:

• Good working knowledge of computer i.e., MS Office, Above average MS Excel knowledge is required.

• Excellent verbal & written communication & presentation skills.

• Good Interpersonal & people management skills with a good problem-solving approach.

• Expert knowledge of service procedures

• Good analytical skills in MIS, number crunching & reporting to internal & external customers.

• WFM Tool Competency (IEX, eWFM, etc..)

• RTA/ MIS Experience is advantageous.

• Can work with minimal supervision and has initiative.