Wok Force Management

Role Overview

This position is designed to support the HR Operations team for our client, focusing on maintaining MIS/Dashboards and contributing to the Work Force Management domain. The role requires an executive to manage workforce data, systems, and provide insights for operational efficiency.

Responsibilities

• Collect, validate, and analyze workforce data from various sources to generate daily, weekly, and monthly reports.
• Maintain, configure, and update Workforce Management systems such as IEX, Verint/Blue Pumpkin, or eWFM.
• Monitor real-time staffing levels, service levels, and agent schedule adherence, implementing corrective actions as necessary.
• Analyze historical performance trends to assist in forecasting future staffing requirements and capacity planning.
• Identify operational gaps and opportunities for process improvements through performance analysis.

Preferred Candidate Profile

• Demonstrate technical proficiency, ranging from basic to expert levels, in systems relevant to HR operations and workforce management.
• Possess advanced skills in MS Excel, including VLOOKUP, Pivot Tables, and Macros.
• Have prior experience with Workforce Management tools like eWFM, IEX, Verint, or CMS.
• Exhibit strong analytical abilities to interpret data, recognize patterns, and solve problems effectively.
• Communicate effectively to collaborate with operations teams and deliver actionable insights.
• Hold a Bachelor's degree in any discipline and possess at least 13 years of relevant experience in WFM/MIS.
• Experience in managing a diverse range of sensitive activities within a customer-facing environment is advantageous.

Key Result Areas

• Ensure timely and effective hiring aligned with service levels, regulatory guidelines, and legal requirements.
• Achieve targets for Schedule Adherence, Service Level (SL), Occupancy, Average Handling Time (AHT), and Shrinkage.

Additional Information

Interested candidates are requested to submit their resume along with the following details to vinedha.navayuga@gmail.com:

• Total years of experience:
• Relevant years of experience:
• Full Name:
• Email ID:
• Phone Number:
• PAN Number:
• Current Location:
• Date of Birth:
• Preferred Location:
• Current CTC:
• Expected CTC:
• Notice Period:
• Any Career Gap or Educational Gap:
• Graduation Type (Regular or Distance):
• Reason for Job Change:
• Key areas handled in Work Force Management:

Regards,
Vinedha S
Human Resource - Talent Acquisition.
Navayuga Consultancy Services.