Workforce Management Lead
- Gainwell Technologies
- 9 - 13 years
- Bengaluru
- 3 months ago
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Job Description
Workforce Management
A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating employee schedules, monitoring real-time adherence, analyzing performance data, and ensuring compliance with labor laws, all while optimizing productivity and service levels within the team they manage
Preferred candidate profile
- Strong analytical skills and ability to interpret data
- Excellent communication and interpersonal skills
- Proficiency with workforce management software
- Understanding of labor laws and compliance requirements
- Problem-solving and decision-making abilities
- Proficiency with telephony routing solutions
- Proficiency with Excel and Power BI
Role & responsibilities:
- Forecasting and Staffing:
- Analyze historical data to predict future call volume and staffing requirements for locked forecasts.
- Develop staffing plans based on forecasted demand and business goals.
- Adjust staffing levels based on real-time fluctuations in demand.
- Scheduling and Allocation:
- Create employee schedules that align with forecasted demand and labor constraints.
- Optimize shift patterns to maximize efficiency and minimize costs.
- Manage employee time off requests and ensure adequate coverage during peak periods.
- Performance Monitoring and Coaching:
- Monitor real-time adherence to schedules and performance metrics.
- Identify areas for improvement and provide coaching to employees.
- Conduct performance reviews and provide feedback.
- Data Analysis and Reporting:
- Analyze workforce data to identify trends and opportunities for optimization.
- Generate reports on key performance indicators (KPIs) related to workforce management.
- Present data insights to management to inform decision-making.
- Compliance Management:
- Ensure compliance with labor laws and company policies regarding scheduling and overtime.
- Monitor employee time and attendance to prevent violations.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: ConsultingRole Category: IT ConsultingRole: IT Consulting - OtherEmployement Type: Full timeContact Details:
Company: Gainwell TechnologiesLocation(s): Bengaluru
Keyskills: Workforce Management Capacity Planning Real Time Analysis Scheduling Forecasting RTA
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Gainwell Technologies
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