Managing Director at T3Cogno Private Limited
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Director/Senior Director - Workforce Management - BPO (15-25 yrs)
Director / Senior Director - Workforce Management
- Strategize Resource / Staffing Allocation based on past trends and volume forecasted
- Work with stakeholders and data sources to recommend on-going staffing plans and team structures across the locations.
- Provide direction and recommendations on staffing plans and expansions to senior management and operations team on a regular basis ensuring service level expectation and operational effectiveness is achieved.
- Responsible for a complete workforce analysis (WFM) for all business activities.
- Workforce analysis on agent, seat, and efficiency expectation for current operations and new business opportunities.
- Responsible for supporting special projects requiring workforce analysis.
- Responsible for making complex decisions which can impact the overall performance of the global enterprise.
- Manage FTE forecasting to meet targets based on work volumes.
- Projects seating requirements per program based on current workforce and upcoming/existing business needs
- Track attrition and service level to give recommendations on how to better maximize resources.