JOB DESCRIPTION:-
ROLE:- Sr.WFM Manager
EXP:- 10+yrs
LOCATION:-Bangalore
Notice Period:-15days
Responsibilities:
- Supervise work of a team of analysts to ensure effective, high-quality, staffing plans, reporting and insights are delivered across the organization to business finance under the direction of and in conjunction with the Senior Manager/AGM.
- Operationalize initiatives and optimize the day-to-day activities of the team through Automation Chance
- Lead planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites.
- Create optimal capacity plan for the new business by effectively managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.




- Manage day-to-day basis, in case of unexpected arises in workflow, processes or team absenteeism.
- Define & develop tools & solutions for delivery of WFM Disciplines - Forecasting, Capacity Planning, Scheduling.
- Sound understanding of the various contact centre / BPO metrics and their correlation with each other.
- Communicates effectively with senior management and leaders across the organization to determine priorities and direction.
- Ensure compliance to all guidelines and ensure optimal utilization of all resources.

📌 Sr.WFM Manager (Bengaluru)
🏢 Segility
📍 Bengaluru