Senior Process Manager - Workforce Development and WFM

Senior Process Manager

Description

Role Overview: 

• Provide leadership and management to program staff and the primary care sector as it relates to workforce development.
• Contribute strategic development and partnerships relating to workforce development 
• Provide leadership for the development of a workforce strategy 
• Provide advice to internal stakeholders relating to workforce development

Required Skills and Experience:

• Demonstrated people management experience. 
• Experience working in the BPO industry including a sound understanding of the issues facing primary care workforce. 
• Demonstrated ability to lead a project including development of business case, program planning, budgeting, implementation and evaluation. 
• Ability to build, develop and sustain positive partnerships and productive working relationships with all levels of stakeholders (internally and externally), with a commitment to customer service.

Stakeholder Management

• Oversee, manage and monitor Workforce Development activities.
• In conjunction with the executive management, participate in key stakeholder engagement.
• Provide strategic direction to program staff to engage stakeholders effectively and develop strong partnerships

WFM Process: Responsibilities

• Good Knowledge of agent scheduling and on floor staffing activity planning

• Should be able to coordinate with operations Managers and Leads 

• Communicate effectively and close looping with the operations in case of observations

• Updating status in internal as well as client tools

• Meet process expectations with high-quality standards and adherence to SLAs

• Sense of ownership to complete the task satisfactorily 

• Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. 

• Prepare Agent schedules and Daily adherence plans 

• Prepare various Ops production reports

• Perform RTM role independently

• Manage Breaks and Resource availability on the floor