Experience
1 - 4 yrs
Salary (CTC)
₹3.9L - ₹4.5L
Job Location
Gurugram, India
Vacancy
1
Designation
WFM Analyst
Job Type
ONSITE
Job Description
Roles and Responsibility
- Oversees all operational support aspects of the contact center.
- Facilitates and monitors workforce planning issues, including staffing, scheduling, and forecasting systems.
- May monitor training programs across the contact center.
- Manages contact center quality issues and support systems implementation and management.
- Develops own knowledge, shares best practices, and develops relevant solutions.
- Continuously improves day-to-day activities and processes.
Job Requirements
- Knowledge base typically acquired from a professional/university degree.
- Proficient in executing established standards.
- Ability to work independently within set frames and follow set courses.
- Experience in CRM/IT Enabled Services/BPO industry.
- Strong understanding of WFM principles and practices.
- Excellent communication and problem-solving skills.