WFM LeadWipro BPO Philippines Ltd., Inc.

WFM LEAD
 
PRINCIPAL RESPONSIBLITIES:
Prepare and maintain headcount and capacity planners for processes assigned.
Preparing forecasts for volume, productivity and shrinkages
Preparing monthly reports for individual accounts
Validate production and non-production hiring and/or internal movements.
Analysis of scheduling outputs and recommend changes whenever necessary.
Coordinate with internal and external stakeholders on items related to capacity planning and hiring.
Coordinate with cross-functional teams on matters related to resource planning and movements.
Supervise and train team members performing work tasks and responsibilities.
CANDIDATE SPECIFICATION:
Education Qualification -The applicant should necessarily have completed Graduation, preferably of Math or Sciences Major.
Must have 2-5 years WFM experience in a BPO setting
Candidate shall be responsible for all risk management & compliance activities as applicable to this functional role.
CRITICAL SKILLS REQUIRED:
Good working knowledge of computer i.e., MS-Office, Above average MS Excel knowledge is required.
Excellent verbal & written communication & presentation skills.
Good Interpersonal & people management skills with good problem solving approach.
Expert knowledge of service procedures
Good analytical skills for MIS, number crunching & reporting to internal & external customers.
WFM Tool Competency (IEX, eWFM , etc..)
RTA/ MIS Experience is advantageous.
Can work with minimal supervision and has initiative.