WFM Coordinator
- IntouchCX
- 3 - 8 years
- Hyderabad
- 5 hours ago
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Job Description
- Work closely with the teams to validate capacity plan, review trends and arrival pattern behaviors, understand upcoming launches and impacts in volume
- Provide updates about absenteeism, turnover, HC management, etc in the weekly staffing meetings and/or other forums where those informations are relevant
- Be the point of contact for the team in the MBRs and weekly meetings between the vendor and the client
- Make sure the team is keeping NICE and PIMS systems updated and report any issues/bugs
- Support the team on trend analysis and work very closely with various teams to understand the root causes of volume behavior change
- Follow the client guidelines in regards to multi skilling and synergies among the operations to support the incoming volume and SLA targets
- Help the team build and track the action plans discussed in the weekly staffing meetings (or MBRs) and provide updates on the action plan results to the main stakeholders
- Bachelor degree or above
- More than 3 years of experience in BPO industry and WFM department
- More than 1 year of experience in BPO WFM management experience with no less than 7 WFM Analysts
- Knowledge on statistical analysis and forecasting modeling
- Previous experience working with WFM tools, budgeting, forecasting and scheduling
- Strong analytical, problem-solving, technical, information-management and decision-making skills
- Demonstrated strong interpersonal and communication skills
- Superior organizational skills and the ability to follow through
- Strong conflict management and stakeholder management skills
- Ability to adapt to Change and Innovation
- Strong leadership, analytical, problem solving and decision making skills
- Ability to work in a fast-paced, hectic, changing environment
- Ability to adhere to all organizational policies and procedures
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Coordinator Bpo Leadership Sla Forecasting Communication Skills Workforce Management Information Management Budgeting Statistical Analysis Operations Trend Analysis Stakeholder Management
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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