Manager - Workforce Management - BPO

Skills Required

- Support management focus on review of key drivers metrics and operational processes that drive KPI results

- Demonstrate commitment to program internal customer satisfaction

- Strategizing and presenting Process improvement strategy

- Managing client governance

- Achieves department objectives by managing staff planning and evaluating department activities

- Interacting with multiple level of leadership across functions verticals.

Job Responsibilities -

- Take ownership of the accuracy and timeliness of WFM reports that are published for e.g. Login Details Schedule Break Patterns Overtime planning Hiring plan

- Identifies the need to escalate specific issues related to WFM and follow through where necessary.

- Maintain the confidentiality security privacy and integrity of the operations WFM in accordance with the requirements of the business.

- Required to comply with any client and process updates internal external for accurate tracking of performance and data.

- Prepare and attend weekly monthly Quarterly meetings with the client.

- Liaise with other departments both internal and external to Teleperformance.

- Sharing relevant WFM information with other departments as and when required.

- Maintaining Headcount data Attrition data incentive data Creation Deletion of process specific IDs for all levels

- Analyses productivity metrics and inquiries into the causes of slippages

- Managing multiple operations Business units across multiple locations

- Communicating with clients and evaluate their needs.

People And Culture

- Assist other team members who are new to the process.

- Works on feedback shared by Operations Clients for Self and team

- Provide inputs through forums to improve work procedures that can enhance overall team performance processes product and team culture.

- Work effectively and cohesively in a team environment with all departments and foster a positive work culture.

- Takes accountability of individuals performance and improvement measures

- Being adaptable to change and able to handle pressure

- Address any problems grievances with the Team member that may have a bearing on productivity or efficiency.

Critical Competencies

- Responsible for managing FTE delivery.

- Ability to prepare analytical insights basis the monitoring data.

- Should be good in Analytical Thinking Reasoning and Decision Making

- Good communication skill and like to interact with people verbal and written.

- Knowledge of reporting data management

- Providing timely feedback update to Management regarding performance of the process and improvement areas

- Support management focus on review of key driver's metrics and operational processes that drive KPI results.

- Reviews floor statistics and provides suggestions and resolutions for maximizing customer experience and Operational metrics.