WFM Executive

Wipro


Date: 2 weeks ago
City: Cebu City
Contract type: Full time
WFM provides high quality reliable data with account stakeholders to support them making management decision and provides regular timely and accurate updates, Need to take care Long/Mid/Short term Forecasting, Scheduling and Capacity Planning for the process.

  • Responsible to create FTE sizing for new/existing businesses, providing optimized solution. Coordinate with various stake holders and provide inputs from WFM standpoint.
  • Should have hands on experience in generating Schedules in Excel.
  • Identify opportunity area in Occupancy optimization.
  • Providing solution to meet the customer requirements
  • Customer Relationship.
  • Ability to work on existing or create new Cap plan as per the requirements.
  • Analysis of reports including process dashboards & initiate appropriate action plans.
  • Ensure effective planning of Volumes, Resources (Capacity planning and staffing. Maintains customer oriented approach and focus on key deliverable areas.
  • Indepth understanding of all service adherence models especially line adherence

EducationGraduateKnowledgeMust Have :-

  • Forecasting/Cap Planning/ Scheduling.
  • Good Excel Skills.Good to have:-
  • Knowledge in any WFM toolExperienceMust Have :-
  • Should have worked in WFM in a Call Centre environment and have worked in Forecasting, Scheduling & Cap planning.
  • Exposure to at least one of the voice ACD tools like Avaya CMS, Nortel, Genesys etc.Good to haveBehavioural Skills and Attributes1. Able to work on MS-Office -Excel, Word & P.Pt
  • Exposure to at least one of the voice ACD tools like Avaya CMS, Nortel, Genesys etc.
  • Excellent verbal, written communication & presentation skills
  • Good Interpersonal & stake holders management skills with problem solving approach.
  • Should be able to independently handle client communications, Min. 1 year experience in Forecasting/Capacity Planning/RFP.
  • Good to have awareness about COPC Certifications .
  • Demonstrate Customer Service Skills.

Customer Service( Reservation)

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