Key Responsibilities & Duties:
1. Workforce Management (WFM) & MIS Oversight
Lead real-time monitoring, scheduling, and forecasting to ensure optimal staffing levels across all sites.
Forecasting & Scheduling: Develop accurate staffing models using historical data and trend analysis and implement WFM best practices to minimize shrinkage, reduce idle time, and improve efficiency.
Work closely with IT to optimize WFM tools and ensure seamless integration with CRM systems.
Develop and analyze daily/weekly/monthly reports MIS reports (KPIs, SLAs, attrition trends, productivity metrics) to drive data-driven decisions.
Required Qualifications & Skills:
Education & Experience:
Bachelor’s degree in Business Administration, Operations Management, or related field/Equivalent
5+ years of experience in call center management, with expertise in WFM/MIS, Back Office, Training, and Retention.
Proven track record in improving KPIs call center KPIs
Experience with WFM practices