Position: Team Leader – WFM
Designation : Lead – WFM
Location: Mangalore, India
No. of Positions: 01
About Company:
Diya Systems, is a fully owned subsidiary of GlowTouch Technologies, an award-winning technology services firm delivering custom technology services to business of all sizes around the globe. Headquartered in Mangalore, India, Diya Systems, provide custom application development services, customer and technical support, website development, and more. We started our operations in 2001 and today we are with 1700+ professionals. We are the largest IT/ITeS Company based out of Mangalore. We have been certified in 9001:2015 (QMS), 14001:2015 (EMS) and 27001:2015 (ISMS). You may visit our website (glowtouch.comor diya.net) to know more about us.
Eligibility: Minimum 5+ years of experience in WFM and 1.5+ years in team handling
Tools: Any eWFM tool experience is must (Genesys, IEX Total View, Aspect, and Blue Pumpkin etc.)
Job description:
  • Effective workforce management cycle
  • Experience in handling and implementing WFM solutions to the new projects
  • Process of forecasting and improving the forecast accuracy
  • Describe the impact of seasonality and week of month factor on forecasting
  • Long term and short term planning (Forecasting and resource requirements)
  • Ideal staffing model review (Weekly)
  • Account level performance (SLA, Volume, AHT and staffing)
  • Attrition and shrinkage management
  • Attend weekly meeting with the OPS and the team
  • People management (For leaves, assigning works etc.)
Qualifications: Graduates & Above
Experience: 5+years