Associate-Workforce Services

Skill required: Workforce Services - Workforce Management

Designation: Management Level - Associate

Job Location: Mumbai

Qualifications: Any Graduation

Years of Experience: 1-3 years

What would you do?

You will be aligned with our Business Operations vertical and help us supervise the day to day operational and administrative activities, ensuring that all processes are followed / executed and that deadlines are met.

The Workforce Services team is responsible for short term planning, management, maintaining internal forecasts and tracking of forecast accuracy. The team works on tracking progress in the areas of staffing, logistics and change management and reports/highlights any deviations. This team also monitors scheduling efficiencies, recommend schedule changes, operating hours etc. to meet the optimum utilization of agents and seats.

The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics.

What are we looking for?

We are looking for individuals who have the following skillset:

• Adaptable and flexible
• Ability to perform under pressure
• Ability to work well in a team
• Ability to meet deadlines

Roles and Responsibilities

• In this role, you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your expected interactions are within your team and direct supervisor
• You will be provided detailed to a moderate level of instruction on daily work tasks and detailed instruction on new assignments and the decisions that you make that would impact your work
• You will need to be well versed with basic statistics and terms involved in the day to day business and use it while discussing with stakeholders
• You will be required to help in the overall team's workload by managing your deliverables and help the team when required
• You will be an individual contributor as a part of a team, with a predetermined focused scope of work.

Please note this role may require you to work in rotational shifts.