Leader - Workforce Management - BPO

Role

We are looking for a seasoned WFM professional for Gurgaon or Bangalore (Preference Gurgaon) location. The identified resource is expected to ensure a successful delivery of WFM support and acts as a liaison between WFM Services and Operations organization.

Key Responsibilities :

- Manage the team in the location for the accounts supported.

- On boarding of new accounts in Location / Delivery assurance vertical.

- To produce a plan of the account incorporating Calendar of service; contract events; contact profiles etc

- Include an Engagement Model to give visibility of communication strategy

- Promote Change/ Transformation - Manage change and transformation to contract/deliverables

- Client Interaction - Define client structure/interaction/communication strategy

- Effectively manage client relationships to the highest standards of integrity and professionalism

- Escalation - Act as the point of, and own any, escalation from the Central planning team to Ops and vice versa.

- Continuous Improvement Plan - Leverage value adding opportunities from contract knowledge/ best practice.

- Act upon and improve satisfy. Support and challenge the Central Planning team

- Should aim at reducing costs, improve service levels, optimize customer satisfaction

- One on ones and monthly / quarterly reviews

- Internal and external Audit Management with processes and controls

- Responsible for setting strategic direction for all WFM disciplines.

- Define and communicate Governance Structure, objectives and operational guiding principles.

- Periodically review WFM progress based on the strategic direction.

- Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.

- Supports in risk mitigation planning.

- Partner with various business verticals to enhance WFM support in newer and unexplored disciplines

- Development of WFM professional and Leaders

- Career Pathing

- Succession Planning

- Talent Management.

- Manage internal communications process between WFM GEOs

Desired Skills :

- Planning and coordinating the re-engineering, integration, and control plans across delivery centers, regions, and geographies

- Quality control / error tracking of Intraday management.

- Identify the opportunity for WFM Automation

- Definition & ownership of Service Management tactics - Ensure regular review and sign off of tactics

- Propose Service Agreement model and mechanisms to enable successful delivery

- Facilitate knowledge transfer

- Identify and drive WFM indices

- Addressing dynamic and complex business requirements.