Leading ITES / BPO hiring for Vice President - Work Force Management
Work Experience : 12.0 Year(s) To 15.0 Year(s)
Qualification : MBA / PGDM / MPM - Other Management
Institutionalize best practices in WFM across the organisation and create and manage a team which delivers these practices to the business
Conceive, design and drive WFM Automation projects at an organisation wide scale
Manage and own wing to wing Resource Planning for multiple accounts across multiple sites and programs
Manage labor utilization and drive Service-Cost’ balance across the organization
Conduct Analysis of program data to identify normal and special process variation, seasonality trends etc in program metrics
Meet on a regular basis with Business Managers to review results and provide consulting and solutions on Capacity Management issues
Track and report exceptions to Agent Schedules as needed
Administer the design and creation of training and process manuals used to meet departmental program goals / guidelines
Responsible for day-to-day functional supervision of his own work-groups, including work assignment and attendance monitoring and other administrative tasks
We are a leading global business services provider of customer experience management. We offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experiences- from strategy development through execution.
The company is wholly owned by Essar, a USD 27 billion conglomerate. For 30 years, we have been the go-to experience creators for global giants across outsourcing and technology.
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