WFM – Team Lead/Assistant Manager – Pune
Location: Pune
• Experience: Mid Level
• Openings: 2
Job description
Job title:
- WFM – Team
Lead/Assistant Manager – Pune
Candidate Specification & Job
Description:
Candidates must have 4+ Years of
experience in WFM.
Responsible
for workforce, capacity, and operational planning for back-office operations,
ensuring demand and resource alignment.
Develop short-,
mid-, and long-term capacity plans based on volume forecasts, productivity,
shrinkage, and business requirements.
Perform volume
forecasting and trend analysis using advanced MS Excel and historical
operational data.
Develop and
maintain complex Excel planning models using formulas, Macros, and VBA
automation.
Manage and
analyze large datasets using MS Access, database management, Power Query, and
Power Pivot.
Establish
and revise Unit Times/AHT baselines using statistical techniques such as Interquartile
Range (IQR).
Monitor capacity,
productivity, SLA, backlog, and staffing risks, providing data-driven
recommendations and mitigation plans.
Create operational
recovery plans to manage demand spikes, capacity shortfalls, backlog, and
productivity challenges.
Support
Operations during migrations, volume shifts, process changes, and productivity
resets through scenario and impact analysis.
Lead and
participate in governance forums, presenting forecasts, capacity plans, risks,
and performance insights to stakeholders.
Partner with
Operations, Finance, and Leadership to validate assumptions, drive alignment,
and ensure planning sign-offs.
Experience
with WFM tools such as Genesis, NICE WFM, Aspect eWFM, Verint, Teleopti, or
Avaya Aura will be an added advantage.
Flexible
with Shift