Apply on Kit Job: kitjob.in/job/4ollv6

Key Responsibilities

1. Workforce Planning &

• Forecasting

- Develop accurate short-term, mid-term, and long-term capacity forecasts
- Create and maintain capacity models for optimal staffing
- Collaborate with recruitment and training teams
- Analyze forecast variance and implement corrective measures
- Manage headcount planning and attrition projections

1. Scheduling &

• Rostering

- Design optimized shift schedules balancing preferences and requirements
- Manage adherence, swaps, overtime, and exceptions
- Ensure fair distribution of shifts, holidays, and leaves
- Utilize WFM tools for automated scheduling

1. Real-Time Management (RTM)

- Monitor queues, service levels, AHT, and adherence
- Make intraday staffing adjustments
- Escalate breaches and implement recovery actions
- Coordinate agent movements and skill changes

͏ ͏
- 1. Real-Time Management (RTM)

- Monitor queues, service levels, AHT, and adherence
- Make intraday staffing adjustments
- Escalate breaches and implement recovery actions
- Coordinate agent movements and skill changes

1. MIS Reporting &

• Analytics

- Design and automate operational reports
- Create executive dashboards and scorecards
- Analyze KPIs (SL%, AHT, Occupancy, Utilization, Shrinkage, Attrition, Quality)
- Provide insights for process improvements
- Ensure accuracy and timely delivery of reports

1. Stakeholder Management &

• Leadership

- Partner with Operations,



Quality, Training, HR, and Clients
- Lead WFM &

• MIS team members

- Participate in client/business review meetings
- Drive process standardization

1. Process Excellence &

• Automation

- Identify automation opportunities
- Develop macros, VBA scripts, and workflows
- Lead/participate in Six Sigma / Lean projects

Critical Skills Required

- Advanced MS Excel (Pivot Tables, Power Query, VBA)
- Valuable to know WFM Tools (NICE IEX, Verint, Aspect, Genesys, AVAYA CMS)
- SQL/MS Access for data manipulation
- Power BI / Tableau for visualization
- Understanding of ACD systems &

• HRMS

- Strong analytical, communication, and leadership skills
- Domain knowledge of BPO/ITES industry

Educational Qualifications

- Bachelor’s Degree

͏ ͏ Mandatory Skills: Invoice to Pay(Transactional Accounting) .

Experience: 8-10 Years

.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Apply on Kit Job: kitjob.in/job/4ollv6

📌 MID LEVEL MANAGER (MLM) (Kowdoor)
🏢 Wipro
📍 Kowdoor