Job Location: Gurgaon/Gurugram
WFM Manager will be responsible for managing/governing process stats on Interval/ Daily/ Weekly and Monthly level, this position considerably contributes to top line and bottom line for the process. Individual should be able to manage the team of individuals (RTA, Schedulers/ Planning & MIS) & be able to contribute individually on Scheduling & Real Time Management for multiple businesses. S/he should be able to project manage different WFM projects & work with all stakeholders for closure of such projects.
Primary Responsibilities:
- Process Related:
o Serve as a subject matter expert on the identification and interpretation of trends and insights with respect to the overall operational effectiveness of the business with respect to workforce planning.
o Develop actionable, proactive metrics that drive forecasting capabilities and strategic insights. Perform statistical analyses and forecasting techniques and glean critical insights and trends. Design reports, scorecards, dashboards and ad hoc analyses that deliver workforce insights and KPIs. Present relevant data trends and analysis findings in clear, succinct reports to key stakeholders and demonstrate the implications of those trends on the business.
o Effectively manage internal & External relationships with HR Business partners, CoEs as well as Finance and Operations management and act as a credible and consultative partner who understands both business objectives and HR strategies. Highlight key organization trends and collaborate with leadership and business partners to identify causes, costs and potential interventions/solutions.
o Proactively manage internal and external vendor/partner relationships to ensure technology and process outcomes meet stated expectations.
o Provide high quality analyses to support evidence-based decision making. Proactively provide data-based insights and analyses that support leaders in making decisions that positively impact their business.
o Implement processes and procedures to support, streamline and in some cases, automate analytic and measurement strategies.
o Independently manage & lead projects by working with all the stakeholders
People Related:
o Excellent Interpersonal, people management & stakeholder Management skills
o Be professional and courteous & maintain a high level of integrity and confidentiality at all times
o Assist and support fellow team mates & Managers wherever required & be part of a collaborative work environment in achieving personal & team goals
o Team players with a ready disposition to learn. Professional mannerisms
o Customer Centricity, Commitment and reliability
o Versatile and adaptable, motivated by achieving targets
o Mental agility (ability to process tasks quickly and efficiently to maintain a quality service to our customers)
- Reporting and Documentation:
o Ensuring that compliance standards are met, regarding Data, reports accuracy
o Ability to interpret correspondence and intended outcome accurately
o Excellent presentation skills, grasping ability and logical reasoning
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- Sound with Graphs, Trend Analysis, Projections basis Trends etc.
- Knowledge of tools like Power BI, Tableau
- WFM Tools Verint, IEX, Avaya reports etc.
- Highly developed project management skills and proven ability to deliver organizational projects within designated timelines
- Excellent MS Excel skills and analytical skills
- Excellent comprehension of spoken & written English and interpretation into appropriate action and intended outcome with required accuracy
- Analytical bent to understand data points
- Proficient in MS Office (MS Excel, MS Word, PowerPoint)
- Willing to work in 24*7 environment.
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