Manager - Work Force Management

Capricorn HR Consultancy
  • Mumbai
  • Confidential
  • 8-13 years
  • 22 Jan 2015

  • HR/ Human Resources

  • BPO/ ITES/ Call Centers
Job Description


Experience: At-least 5 - 7 years in WFM

Eligibility Criteria:

Expert knowledge on Forecasting, Scheduling, Capacity Planning or RTA

Major Responsibility:

Managing Command center operations (Work Force Management). Ensure workforce management process and procedures are in place and followed.

Will involve:

Working on historical data & Forecasting
Capacity Planning
Seat Utilization for the center & recommendations
Hiring requirement & Resource Planning
Analysis on Occupancy, Agent Utilization, Seat utilization, and Agent performance
Sizing new projects
Meeting organizations revenue goals
Succession planning for Team members

Desired Candidate Profile:

Educational: Graduates from any discipline

Experience: Minimum 5 - 7 years of relevant experience in WFM

Compensation: Excellent, open to CTC & Not a constraint for the right candidate.

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Capricorn HR Consultancy