Deputy General Manager/GEO Leader - Healthcare

Mandatory Ask :

- Proven experience as a WFM - Director for 5+ years Minimum.

- Overall WFM experience for 15+ years.

- WFM Certification from recognized body

- Working Knowledge of Statistical tools like Minitab

- Understanding Intelligent Automation - AI/ML

- As Deputy General Manager will responsible for the overall service delivery of WFM (budgeting, planning, forecasting scheduling, and capacity planning).

- DGM will report into Head Global WFM.

- He will manage day-to-day operations and he/she will be responsible for Capacity >Planning. He/she needs to actively participate in the planning and implementation activities of new LOBs and monitor and manages dynamic customer demand patterns and agent availability.

- Responsible for maximizing efficiency and occupancy while meeting service objectives.

- Provides and implements recommendations to ensure process improvement in order to help the program achieve its goals and Coordinates with various departments regarding Technology, Facility and Logistics requirements.

- Current team size to manage for this role is 60+ (command center+ RTA)- India, US and PHP