GWFM Member Companies

GWFM Member Companies

Job Position

Workforce Manager – II


5-8 Years


Mumbai / Gurgaon / Hyderabad / Chennai



Job Description

Work Competencies Include:

  • Prepare and maintain forecasts, and capacities for assigned teams utilizing standard defined process
  • Maintain distribution curves by gathering and tracking historical call data. Analyze and report volume and campaign/brand activity. Intra-day forecasts
  • Communicate with Supervisors and Account Managers through weekly meetings, phone, or email. Ensure all client information is accurate and up to date.
  • Assist site operations in presenting forecast data to clients
  • Assist in the completion of weekly reports.
  • Experience: 4-8 years of WFM experience in Forecasting, Planning, and Staffing
  • Team Management Skills for a minimum of 2 to 3 years
  • Previous experience in a dynamic, fast-changing call centre environment required.
  • Proven analytical skills ability to communicate with various management levels.
  • Understanding and contributing towards the business financial goals.



  • Knowledge of WFM tools like IEX, Blue Pumpkin, eWFM etc.



  • The candidate should have the below pre-requisite qualification(s) that are common across roles
  • Minimum Higher Secondary Education or Graduate
  • Strong computer skills that include proficiency in MS Office suite, particularly Excel.
  • Ability to communicate clearly and effectively with all levels within the organization.
  • Should have Call Center / BPO Experience
  • Experience of working on tools like IEX
  • Knowledge of various Call Center Reporting Systems would be a plus.

About Position At

GWFM Member Companies

No of Positions: 1

Job Responsibilities:

  • Responsible for selecting, training, and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations
  • Coordinate with Operations and Management for preparation of best hiring plans and highlight gaps and revenue leakages if any
  • Provide timely escalations to the leadership whenever there is a deviation from planned performance
  • Responsible for the management of call volume forecasting, tracking, and planning
  • Work with remote Sitel sites, including outsourcing partners, in a centralized WFM environment
  • Work with real-time team to optimize operational performance on a daily basis
  • Long-range forecasts (hiring requirements).
  • Provide support in the creation of capacity plans, ramp plans, and recruitment plans.
  • Monitor performance and optimize operational performance on a daily basis
  • Oversee scheduling philosophy of schedule assignments
  • Oversee proactive scheduling of discretionary activities such as training, meetings, overtime, and under time
  • Oversee intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements
  • Responsible for maximizing efficiency and occupancy while meeting service objectives
  • Oversee analysis and reporting of employee performance including schedule adherence
  • Perform other duties and assignments as directed

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