Key Deliverables:

- Lead capacity planning, scheduling, forecasting, and real-time management for BPO operations
- Deliver timely and accurate WFM and MIS reports with actionable insights
- Drive KPI performance, manage outages, and optimize workforce efficiency
- Liaise with operations, stakeholders, and clients for performance updates and requirements

Role Responsibilities:

- Monitor KPIs, shrinkage, SL, AHT, and RTA metrics daily
- Manage internal/external client requirements and ensure data accuracy
- Utilize WFM tools like IEX and Excel for dashboard/report automation
- Support 24/7 operations with proactive solutions and shift flexibility

Key Deliverables:

- Lead capacity planning, scheduling, forecasting, and real-time management for BPO operations




- Deliver timely and accurate WFM and MIS reports with actionable insights
- Drive KPI performance, manage outages, and optimize workforce efficiency
- Liaise with operations, stakeholders, and clients for performance updates and requirements

Role Responsibilities:

- Monitor KPIs, shrinkage, SL, AHT, and RTA metrics daily
- Manage internal/external client requirements and ensure data accuracy
- Utilize WFM tools like IEX and Excel for dashboard/report automation
- Support 24/7 operations with proactive solutions and shift flexibility

Skills: Scheduling, IEX, Capacity Planning, Forecasting

Experience: 7.00-13.00 Years

📌 Manager -WFM || Pune
🏢 IGT solutions
📍 Pune