CollegeDekho - Workforce Management Role

Key Responsibilities:

Strategic Workforce Planning:

- Develop and implement WFM strategies to optimize staffing, scheduling, and resource allocation.

- Forecast workforce demand based on historical data, business trends, and seasonal variations.

- Collaborate with leadership to align workforce strategies with business goals.

Real-Time & Capacity Management:

- Ensure real-time monitoring of operations, identifying and addressing deviations proactively.

- Optimize workforce utilization while maintaining service levels and operational efficiency.

- Manage capacity planning to support business growth and peak periods effectively.

Performance & Process Optimization:

- Drive automation and process improvements to enhance workforce productivity.

- Develop and monitor key WFM metrics such as shrinkage, occupancy, adherence, and efficiency.

- Ensure compliance with SLAs and improve turnaround time across operations.

Cross-functional Collaboration:

- Work closely with Operations, HR, and Finance teams to drive data-driven workforce decisions.

- Support talent acquisition and training teams in hiring and upskilling as per business needs.

Key Requirements:

- 8+ years of experience in Workforce Management in a BPO, or Contact Center.

- Outbound Sales Process experience is mandatory.

- Strong expertise in forecasting, scheduling, capacity planning, and real-time monitoring.

- Proficiency in WFM tools.

- Advanced Excel, SQL, and data analytics skills for performance tracking.

- Excellent problem-solving, stakeholder management, and leadership abilities.

- Ability to adapt to a fast-paced and evolving business landscape.