- We are looking for an experienced Assistant Manager WFM in the BPO industry to manage workforce planning, scheduling, and real-time operations to ensure optimal resource utilization and service delivery.

Key Responsibilities

- Manage workforce planning, scheduling, and forecasting activities
- Monitor real-time queue and ensure SLA adherence
- Handle shrinkage, capacity planning, and resource allocation
- Analyze call volume trends and prepare reports/MIS
- Coordinate with operations to optimize staffing levels
- Manage RTA (Real-Time Adherence) and intraday performance Drive process improvements in WFM functions Lead and mentor WFM team members

Requirements / Skills

- Minimum 2 years of experience as WFM Assistant Manager in BPO Robust knowledge of WFM concepts (forecasting, scheduling, RTA)
- Experience in handling voice/non-voice processes
- Good analytical and problem-solving skills
- Strong communication and stakeholder management skills
- Hands-on experience with WFM tools (like IEX, Aspect, etc.)

📌 Work Force Management ( WFM ) - Assistant Manager (Pune)
🏢 Kriyalogic
📍 Pune