Job Title: Lead-WFM & Billing
Industry: Travel/Customer Experience
Location: Gurugram
Job Type: Full-time
Minimum Qualification: Bachelor’s Degree (Master’s or MBA preferred)
Experience: 12-14 years of WFM experience, 14+ years in customer service processes, operations, or metrics management, with mandatory experience in the Travel domain
Roles and Responsibilities:- Manage call centre operations, including call volume forecasting, roster management, overtime tracking, and scheduling.
- Ensure effective workforce management (WFM), including goal setting, prioritizing work, and conducting performance reviews.
- Escalate issues to leadership in cases of deviation from planned performance.
- Develop and maintain short- and long-term staffing forecasts to ensure optimal resource availability during peak periods.
- Analyze call trends and root causes to identify operational opportunities and implement corrective actions.
- Collaborate with the real-time management team to optimize operational performance on a daily basis.
- Adjust forecasts when actual call volumes deviate significantly from predictions.
- Lead weekly and daily staffing review meetings, analyzing forecast accuracy and performance.
- Review and analyze performance metrics on daily, weekly, monthly, quarterly, and yearly bases.
- Oversee vendor billing and liaise with the AI Finance team to ensure timely closure of payments.
Qualifications & Skills:- Strong verbal and written communication skills
- Excellent problem-solving and troubleshooting abilities
- Ability to collaborate and coordinate effectively across teams
- Flexibility and adaptability in managing dynamic work environments
- Strong financial skills for managing vendor billing and forecasting
- Result-oriented, with attention to detail
- Proficiency in MS Office