1:00 PM - 2:00 PM
Senior Product Manager Interview
Sarah Jenkins
Location
onsite, Ernakulam, Kerala, India
Commitment
Full Time
Level
Senior (5+ years)
Required skills
Workforce forecastingSchedulingStaffingVerint WFOData analysisExcelProblem-solvingMultitaskingCommunicationWorkload trend analysisScenario planningReportingResource planning
Job Description
* Manage workforce forecasting, scheduling, and staffing requirements based on business needs.
* Create and maintain agent schedules and IDPs, making adjustments as required.
* Balance staffing requirements with operational efficiency and financial objectives.
* Maintain and update employee information within WFM systems such as Verint WFO.
* Analyze, scrub, and transform data to create customized workforce reports and insights.
* Work closely with internal and external stakeholders and provide backup support to the WFM Manager.
* Demonstrate strong Excel, analytical, problem-solving, multitasking, and communication skills, with working knowledge of WFM tools.
RESPONSIBILITIES
* Support effective workforce planning by aligning staffing levels with anticipated business demand.
* Analyze workload trends and prepare accurate forecasts to support short- and long-term resource planning.
* Develop and optimize employee schedules to maintain appropriate coverage while improving operational efficiency.
* Perform scenario planning and staffing analysis to identify gaps, risks, and potential solutions.
* Maintain workforce data and ensure accurate employee information within Verint WFO and other WFM platforms.
* Prepare and analyze WFM reports and datasets using Microsoft Excel, highlighting information required for operational decisions.
* Partner with Operations and key stakeholders on staffing, scheduling, and workforce requirements, while providing support to the WFM Manager when needed.
QUALIFICATIONS
Graduate or undergrad. Minimum of 2 yrs in WFM
