Strategic Role - Work Force Management - RFP/RFI - Contact centre

- 3-5 years of experience after Graduation (or) 2-3 years of experience after Post-Graduation in Management (MBA or PGDM).

- Should have experience and proficiency in working with Outsourced partners in the areas - RFI/RFP, Commercials, Billing, Invoicing.

- Excellent understanding of Contact centre Operational metrics, Commercial models - building pricing model for managed services under Rate per min, per transaction/outcome based & FTE model for Voice & Non-Voice managed services initiatives, process flows in invoicing partners, would be desirable.

- Hands-on in managing multiple clients/vendor agreements incl. preparation of RFP/RFI, evaluating vendor proposal - ROI/Cost framework, Master Service Agreement, Scope of work document for CX managed services.

- Proficiency in WFM domain & concepts viz Occupancy, Productivity, AHT, Pay-out metrics under the managed services model incl. various planning and forecasting techniques used in deriving/predicting the demand for service for a given line of business.

- Should have had solutioning experience for any of managed services proposal either voice/non-voice should be mandatory. Orientation towards inputs costs/various industry pricing models would be an added advantage.

- Excellent negotiation skills, relationship management, ability to work under pressure & tight deadlines, experience in closely working with senior leaders, analytical ability, project management and communication skills.

- Drive for results, go-getter attitude & experience in people management- should have managed a team in his/her current role.

- Excellent written & verbal communication skills.

- Proficient in MS Office specifically working in spreadsheets.

Education and Experience : 

- 3-5 years of experience after Graduation (or) 2-3 years of experience after Post-Graduation in Management (MBA or PGDM).

- Should have experience and proficiency in working with Outsourced partners in the areas - RFI/RFP, Commercials, Billing, Invoicing.

- Proficiency in WFM domain & concepts viz Occupancy, Productivity, AHT, Pay-out metrics under the managed