Job Title

Roles & Responsibilities: • People manager role. • Internal & External stakeholder management. • Should have hands on experience in generating Forecasting, Planning & Scheduling in Excel/WFM tools. • Ability to work on existing or create new Cap plan as per the requirements. • Responsible to create FTE sizing for new/existing businesses, providing optimized solution. Coordinate with various stake holders and provide inputs from WFM standpoint. • Identify HC & Revenue leakages and create plan to close the gaps. • Identify opportunity area for Occupancy optimization. • Responsible for analyzing multiple dashboards & initiate appropriate action plans. • Driving performance improvement projects • New Project Implementations • Driving team performance • WFM onboarding & training and resource upskilling. • Should have good Knowledge of WFM tools (IEX, eWFM , Blue Pumpkin, Calabrio, etc..) • Good Familiarity of Google Spread Sheet, MS Excel & other MS Office Applications. • Ability to think strategically and work in terms of business opportunity and growth. • Candidate should be ready to work in a 24*7 environment. • Ability to handle pressure and a natural go getter. • Forecasting/Cap Planning/ Scheduling. • Driving team performance. • RFP support experience preferred • Able to work on MS-Office –Excel, Word & PPT • Exposure to at least one of the voice ACD tools like Avaya CMS, Nortel, Genesys etc.