Manager - MIS - WFM - BPO

JOB DESCRIPTION:

Ability to plan manpower considering various factors affecting manpower planning such as planned/unplanned shrinkage, forecasted volumes, call patterns, shift timings and some other factors.

Ensuring WFM team management in terms of constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS.

Handling ID Management process as per client requirement, coordinating with client in terms of creation, deletion of various IDs required for Operations management.

Complete all required forms, reports, etc. within established timelines.

The candidate should have Sound knowledge on Writing:

1. SQL Queries

2. Macro's Formulas

3. Measures to Club and Query databases.

He should have through Understanding of WFM setup, Capacity Planning and Scheduling .