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 current 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