Roles and Responsibilities

- Manage day-to-day operations of the Workforce Management team, ensuring efficient scheduling, rostering, and real-time analysis.

- Oversee capacity planning, including forecasting, demand management, and resource allocation to meet business objectives.

- Develop and maintain effective relationships with stakeholders across various departments to ensure seamless communication and collaboration.

- Analyze data from IEX, RTA, Avaya, Genesys systems to identify trends and areas for improvement in workforce management processes.

- Ensure compliance with company policies and procedures while implementing new initiatives or changes.

Desired Candidate Profile

- 3-8 years of experience in WFM/CTM/ICM/CMS/CCX/CRCM/AHT/ASA/BPO industry.

- Solid understanding of Call Center Technology (Avaya/Genesys), Contact Center Operations, Call Routing & Dialer Management.

- Proficiency in Real Time Analysis (RTA) software such as Aspect Dialer Management.

📌 Wfm Team Lead (Kolkata)
🏢 STARTEK Aegis Customer Support Services
📍 Kolkata