Manager - Workforce Management
Firstsource Solutions · mumbai, India
workforce managementschedulingcapacity planningcontact centreanalytical skillsms officegenesysiexlivepersonexperienced
Job Description
Support operations from scheduling and real-time perspective. Manage shrinkage, schedule adherence, and resource planning. Analyze situations and identify gaps to avoid impact on delivery and service levels. Develop excellent working relationships with stakeholders and team.
Qualifications
Minimum 5 years of work experience in Contact Centre, minimum 2 years in Supervisory role in WFM.
Skills Required
- workforce management
- scheduling
- capacity planning
- contact centre
- analytical skills
- ms office
- genesys
- iex
- liveperson
Location
City: mumbai · Country: India