Vice President

This role will lead WFM globally for Banking & Capital Markets and Diversified Industries vertical.    

Duties & Responsibilities

1. Lead, Manage and support Healthcare WFM teams across geographies.
2. Support a rapidly growing organization with 6000+ staff spread across multiple clients.   
3. Own staffing & service level delivery while driving revenue and margin performance.
4. Partner closely with leaders in Operations and Enabling functions on projects & initiatives.
5. Perform periodic reviews within the WFM team and with internal & external stakeholders.
6. Drive improvements, automation and analytics across our processes.          
7. Improve/implement dashboards & reports that inform and enable decision-making.
8. Lead from the front, communicate clearly, timely and accurately at all levels of the organization.
9. Demonstrate tactical leadership in our day to day business with a strong bias for execution.
10. Participate in client visits and support pricing & solutioning processes.

Qualifications, Skills and Attributes

1. Integrity, Respect and Candor.  
2. Common-sense approach to problem solving.
3. Solid fundamentals and conceptual clarity in Contact Center Workforce Management.
4. Proficiency in Excel, Avaya, Genesys, Nice IEX and Aspect eWFM.
5. Sense of ownership and commitment to collective success. 
6. Resilience and perseverance to drive improvements and results.
7. 15+ years of Workforce Management experience. 3+ years in a leadership role.