Sr. Manager/DGM WFM @ Lumina Datamatics

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Sr. Manager/DGM WFM

Lumina Datamatics
10 - 15 years
Mumbai
6 months ago
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Job Description

Position/Job Title: Sr. Manager/DGM WFM

Key Requirements:

10+ years of Workforce Management experience with 8 10 years in senior leadership roles, leading multi-site WFM teams (50+ resources)
Deep functional knowledge of multiple WFM platforms (IEX NICE, Verint, Aspect, InContact, CXOne, etc.) and strong grasp of WFM processes across forecasting, planning, scheduling and real-time
Responsible for managing and mentoring WFM managers, driving operational KPIs (SL, AHT, ASA, Abandon), leading global best-practice initiatives and handling escalations
Partner with Sales / Presales to build proposals, present to clients, and support new business wins as a WFM SME
Strong stakeholder management and ability to engage with senior client leadership, solve complex issues and drive customer satisfaction

Qualifications:

Graduate

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Assistant Manager
Employement Type: Full time

Contact Details:

Company: Lumina Datamatics
Location(s): Mumbai

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Keyskills: Workforce management Customer satisfaction Verint Presales Scheduling DGM Stakeholder management Forecasting Operations WFM

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Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

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Lumina Datamatics

Lumina Datamatics is a trusted partner in providing Content Services, Retail Support Services, and Technology Solutions to several global companies in the Publishing and Retail industries worldwide. We are amongst the largest service providers in this space and our customers include 8 of the 10 larg...

Sr. Manager/DGM WFM @ Lumina Datamatics

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