Job Detail

Assistant Manager – Workforce Management – Bengaluru - dnata

Date Posted:May 14, 2022

Job Detail

  • Location:
    Bangalore, Karnataka, India
  • Company:
  • Type:
    Full Time
  • Career Level:
  • Experience:
    Less Than 1 Year
  • Gender:
    No Preference
  • Degree:
  • Apply Before:
    May 24, 2022

Job Description

To prepare, deliver and maintain accurate short and mid-term forecasts up to 12 months in advance and create & publish work schedules for Contact Centres to deliver a best in class service to our customers in line with our Contact Centre KPI’s and to manage real time performance.


  • Forecasting long & short terms for all activities serviced in Contact Centres incorporating all known influences, e.g. marketing activity, holidays etc. & present the Resource plan to meet business KPI
  • Create, deliver and publish in advance, efficient and fair agent rostering based on 30 minute intervals which are compliant with local labour laws, ratios and shrinkages to maximise resource and seat utilisation to meet targets.
  • Monitor the real-time arrival of customer contact queues to ensure that adequate resources are available to handle the intraday contacts. Make the necessary adjustments to shrinkages to provide the balance of resource supply and customer demand
  • Responsible for the real time call monitoring for the achievement of service levels (e.g. call volumes, call times, abandonment rates, etc.) for the centre & overall programs. Proactively make recommendations for off target service delivery
  • Create & publish the leave management & training allowances for site & programs. Create the annual leave requirements in line with seasonal forecasting and assist in ensuring 100% leave utilization by year end, and reporting and working with centre managers on gaps
  • Measure and report monthly seat utilization/capacity & shrinkage across all teams, functions and centres for frontline staff and by ratios for the rest Maintain headcount & training plans across all teams in the contact centre for weekly reporting
  • Create & execute WFM plan to and protect service levels at times of high call volume whether through airline disruption, planned IT implementations, marketing activity etc
  • Support Adhoc projects when needed and Liaise with other departments as required.
  • Adhere to company regulatory requirements such as data protection, data privacy etc. and ensure full adherence from team.
  • Perform other lawful tasks delegated by the management

Qualifications & Experience

  • Minimum 6 months in the current position
  • No disciplinary process in progress and no active verbal/written warning
  • Proficient in WFM tools (Verint knowledge is an advantage)
  • Well versed with contact centre technologies & contact centre operations
  • Excellent knowledge of workforce management calculations, technologies and key performance indicators.
  • Strong analytical skills to collect and interpret data to solve problems.
  • Excellent computer literacy (MS Office package) with a strong focus on Microsoft Excel
  • Ability to make sound decisions quickly in a fluid work environment.
  • Highly organized and can work independently as well as with a team
  • Ability to multi-task in a fast paced environment.
  • Excellent English written and verbal communication skills
  • Self-motivated and MUST excel in a minimally managed, high profile position

Salary & Benefits

Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website

Skills Required

Job is expired

Company Overview

Dubai, Dubai, United Arab Emirates

dnata is one of the world’s largest air and travel services providers. Established in 1959, the company ensures the aviation industry operates smoothly and efficiently in 127 airports. Offering ground handling, cargo, travel, and flight caterin... Read More

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