WFM Lead | 5 to 7 years | Noida

Job Responsibilities

  •  
  • Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor etc.) and workforce management techniques.
  • Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi- site operation.
  • Generates and evaluates staffing schedules.
  • Ensuring data updates into scheduling   system.
  • Generates short and long-term staffing models and provides recommendations based on analysis.
  • Compares results to forecast and identify opportunities for improvement.

Primary Skills:

  • ​​​​​​Must have a good working knowledge of Excel and other Windows based programs.
  • Experience with WFM software (Verint /Blue Pumpkin, IEX etc.) that includes real-time adherence.

Secondary Skills:

  • Experience in capacity planning. 

Ref:

758055

Posted on:

May 12, 2021

Experience level:

Experienced

Contract type:

Permanent

Location:

Noida