Manager

Job Objective:

Heads a team of WFM Supervisors and/or WFM Analysts to support Operations 

Essential Duties & Responsibilities: 

•Responsible for Workforce Management & Service Delivery to Internal & External Customers

•Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops.

•Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform.  Serves as a checkpoint and reviewer of WFM processes, practices and output.

•Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.

•Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor

•Develop processes, scorecards and performance plans for effective team management.

Key Metrics and Scorecard:

1.KPI Scorecard (SL, Line Adherence, B2P/POP)

2.Ops Feedback

3.Supervisor Feedback

Job Specifications (Qualifications, Skills and Experience) 

Minimum Work Experience:

6 years in Workforce Management in a multi-site, multi-client, BPO environment.

2 years as Manager handling multiple programs of various sizes and complexities.

2 -3 Years Experience in Power BI 

Knowledge in working on RPF's  and RPI 

Skills Requirements:

Strong sense of personal stake and urgency in day to day management.

Ability to forge positive, objective relationships with Operations and Support teams.

Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities.

Ability to foresee, dissect and fix problems using data-driven approach and common sense.

Appetite for challenges; driving projects, improvement opportunities, maturity models etc. 

Effectiveness in presenting to and persuading different levels in the organization. 

Experience in creating compelling analysis, reports for clients, internal reviews. 

Skilled in Staff Planning, Reporting, and adept with spreadsheets.

Hands on Scheduling experience in Blue Pumpkin or Aspect eWFM will be a strong advantage.

Must demonstrate thorough, swift and decisive approach to problem solving.

Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements.

Proficiency in basic arithmetic and statistical concepts and strong logical ability desired.

Must be tactically involved and hands on where needed.

Ability to motivate, retain and attract talent.