Teleperformance
Location
Srinagar | India
Job description
Analyses historical data and trends to forecast future staffing requirements accurately. They consider factors such as call volume, chat volume, email volume, or other workloads to determine the necessary staffing levels. With overall responsibilities of creating and maintaining the build plan, the WFM Manager creates and oversees the management of employee schedules to ensure appropriate coverage during peak and non-peak times. They consider factors like employee availability, skills, and preferences while maintaining compliance with company policies and labour laws. Ensures the overall efficiency of operations by monitors the management of real-time staffing levels and adjusting schedules or reallocating resources as needed. Use Client and Internal workforce system and tools to track staff adherence to schedules and manage intraday changes. Builds and maintains accurate forecasting models by analysing historical data and external factors (e.G., seasonality, marketing campaigns, events). They also generate reports on key performance indicators (KPIs) related to staffing, service levels, and other metrics to track operational efficiency and make data-driven decisions. Ensures that the account and operational area has the necessary capacity to handle workload demands. They collaborate with the operations team to determine the required number of employees and optimize resources accordingly. Works closely with the Recruitment and Training department to provide insights and data on staffing needs and skill gaps. They may collaborate in the development of training programs to improve workforce productivity and optimize resource allocation. Identifies areas for improvement within the workforce management function and suggests process enhancements or automation opportunities. They may work with cross-functional teams to implement new tools, platforms, or methodologies for improved efficiency.
Job tags
Salary
