AVP - Workforce Management - BPO

AVP - WFM

Role:

- Reporting to General Manager

- The primary objective of the role is to deliver first class WFM support service to the customers through a structured delivery model.

Key Accountabilities:

- Responsible for business level strategies to improve the current system

- Manage all sub functions of WFM - RTA, Scheduling, Forecasting, Planning, MIS, Optimization

- The role is responsible for structuring new MIS product list to have effective monitoring and control.

- Responsible for developing and deploying optimized resource models

- Manage all demand and supply Management of resources for optimal utilization

- Monitor PnL for the accounts and sends out alerts and recommendations

- Maintain WFM delivery benchmark for all the accounts

- Develops and trained team members with new skillsets

- Reviews feedback and assess WFM product list delivery quality

- Demonstrates a high level of commitment to improve efficiency and profitability

- Able to work on self-initiatives, Flexible and adaptable, Sense of urgency, Strong attention to details

- Able to communicate at all levels, Decision Maker, Solution Oriented

- Team attrition to be managed

Knowledge/Qualifications/ Competency:

- Graduates in any Stream

- Communication Skills

- Very strong Planning and cost management skills

- Microsoft Office skills high

- Preferred Proficient on statistical tools

Desirables

- Post Graduate in Management or any other area

- Graduate with Mathematics as one of the subjects

- Project Management professional

Special Role Requirement:

- Willing to travel across sites & locations

- Excellent communication skills should be able to communicate with external customers and senior leadership

- Should be a good mentor

- Knack for detailing, drilling down

- Handling large data and hands on with statistics

- Tech savvy

- Friendly to applications and other tools

Working Experience:

- 9 or more years of Relevant Work Experience. Overall exp 12 +

- Someone who has supported multiple contracts in a BPO environment and consulting practice will be preferred