Associate Director - Workforce Management

Primary Responsibilities:

- Design, develop and implement Demand Forecasting processes for the back office and call center operations by working with business, on shore and sales teams

- Design Capacity Plans for a 12-month rolling period basis the Demand Forecasts and other time, productivity factors to arrive at hiring plans and work with the business WFM teams on implementation and regular reviews to assess variance. Through this exercise should be able to provide a central view to the workforce pools and manage bench

- Participate in the annual budgetary exercises from a Demand and Supply Planning standpoint and creating "what if scenarios" around cost and revenue

- Own and manage various initiatives for increasing Resource Utilization through Seat Management, Productivity Management across business by working with various stakeholders

- Support RFP's from a WFM standpoint for sizing, cost optimization through SU and other WFM levers

- Identify and lead discussions where necessary for Workforce Optimization opportunities

- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Qualifications - External

Required Qualifications:

- Solid understanding of WFM fundamentals

- Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment

- Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures

- Highly developed project management skills and proven ability to deliver organizational projects within designated timelines

- Well-developed analytical and written communication skills

Preferred Qualifications:

- Relevant experience in a similar space/function with at least 4-5 years in WFM with a BPO

- Conversant with WFM Tools / Technology implementation projects

- Very strong Analytical ability

- Strong communication skills

- Strong Business acumen with understanding of P&L

- Strong people connect and able to build strong relationships with stakeholders