Key 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

Essential Skills, Knowledge, and Experience:

•     Bachelor’s 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