Job Title: WFM Specialist-Forecasting & Planning (Calling)
Industry: Airlines
Location: Gurugram
Job Type: Full-Time
Minimum Qualification: Bachelor's degree in related field from a recognized university & Certification in WFM (e.g., SWPP Certified Workforce Planning Professional) is advantageous.
Experience: Minimum 5 years of experience in workforce management, or a similar analytical role is preferred.
Job Overview
Primary responsibility will be to develop accurate call volume forecasts based on historical data, trends, and other relevant factors
Roles And Responsibilities
- Analyze call arrival patterns and identify key drivers impacting call volume and handle time variations.
- Collaborate with Operations, HR, and other relevant teams to gather data and insights for accurate forecasting.
- Support the creation and optimization of staffing schedules to meet service level objectives while balancing efficiency and cost-effectiveness.
- Monitor real-time adherence to schedules and identify opportunities for adjustments to optimize resource utilization.
- Generate regular reports and performance metrics related to forecasting accuracy, scheduling efficiency, and operational performance.
- Participate in regular meetings and contribute insights to drive continuous improvement initiatives within the WFM team.
- Stay updated on industry best practices and technological advancements in WFM to enhance forecasting and planning processes.
- Provide support for ad hoc projects and initiatives as assigned by the Lead- WFM.
Qualifications & Skills
- Minimum 5 years of experience in workforce management, or a similar analytical role is preferred.
- 8 years of experience in CC Ops, WFM, or a similar analytical role is preferred.
- Proficiency in Microsoft Excel and other data analysis tools; experience with workforce management software is a plus.
- Travel domain experience mandate
- Strong willingness to learn & undergo continuous training
- Ability to work under pressure & Good Team Player
- Excellent spoken & written English
- Excellent knowledge in MS Excel
- Ability to take decision autonomously
- Creative & innovative thinking
- High degree of customer orientation
- Willing to work in 24*7 shift
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