• Manage end-to-end WFM/MIS functions, including forecasting, capacity planning, scheduling, and real-time management.
• Monitor staffing, service levels, and operational performance to support business requirements.
• Generate regular and ad-hoc reports, dashboards, and performance insights.
• Identify risks and performance gaps, conduct root cause analysis, and recommend solutions.
• Partner with Operations and stakeholders to optimize staffing, processes, and KPIs.
• Support team development through coaching, training, and effective communication.
• Must have at least 2 year BPO experience and 1 year RTA experience
• Must possess a strong understanding of telephony systems and call center technology/terminology including experience with real time queue monitoring and data analytics (Preferably Cisco Webex)
• Preferably with exposure to schedule generation and shift bid process
• Preferably with Knowledge of forecasting and its methods
• CMS guidelines / TAT exposure
• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint