Job Summary:

This person will lead and would be responsible for the overall management of our WFM CoE. This role is both an external and internal facing role. He/she will be responsible for developing, supporting and driving strategic objectives of the workforce management function and drive growth for the WFM offering.

He/she should have a solid understanding of WFM fundamentals and a proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment. He/she will be responsible to take ownership of driving deployment of the WFM Toolkit.

Key Responsibilities

- Work independently in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skill

- Developing a global strategy and process for WFM - will partner with internal stakeholders to define the WFM strategy for our Contact Centre Operations across different geographies.

- Defining best practices for WFM - will be the thought leader and subject matter expert defining the standard operating procedures for the WFM function.

- Developing a continuous improvement process - define, build and track WFM KPIs for assessing them against service levels and guiding the team on how to drive improvements in those metrics and service levels.

- Forms effective partnerships with all stakeholders and leadership to understand and address WFM planning requirements.

- Initiates and implements enhanced workforce management practices for the organization including direction of multi-site workforce management functions and provides support, direction, and development of direct reports.

- Works effectively within a team-based environment and maintains good internal and external client relationships.

- Ensures organizational alignment through cooperative development of individual and departmental objectives with operations management team and provides individual and organizational feedback on performance on a continuous basis.

- Understand the WFM Activities and capable to work on WFM tool in business or of an Excel TCS erlang / backlog Scheduler.

- Coordinate with Operations, HR, Recruitment, Training and Facilities across multiple locations to execute short term and long term capacity movements

- Mitigate capacity risks by identifying dependencies across multiple processes and locations. Clearly communicate dependencies and manage/track expectations.

- Demonstrated ability in developing and implementing new strategies and procedures.

- Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions.

- Liaise with relevant external bodies as appropriate

Desired Candidate Profile:

- 15+ or more of management experience and currently in a leadership role working in an MNC BPO driving Workforce Management / Capacity Planning and driving Planning initiatives across different sites.

- Hands on planning experience in a BPO and currently in a leadership role is mandatory

- Solid understanding of workforce management concepts.

- Proven experience in developing and implementing efficient workforce strategies

- Understanding of financial aspects - Pricing, P&L & budgets.

- Proven track record of building and leading workforce management teams / workforce management function.

- Strong business acumen and focus on operational excellence.

- Good communication skills, information analysis & interpret capability (ability to present detailed technical analysis, assumptions, and recommendations succinctly).

- Excellent problem solving, task prioritization, follow-up, and quick learning skills. Ability to work in a fast-paced, high-pressure environment with dedication, passion and motivation.

- Excellent oral and written communication, including presentation skills

- Leadership/management/motivational skills

- Exceptional multi-tasking and prioritization skills

- Project Management experience.

- Business Foresight - ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities

Professional Skills:

- Knowledge of WFM tools (indicative and not exhaustive list Verint, NICE, Avaya, Genesys, Aspect) in a multi-site environment

- Knowledge of multi-channel service center processes and operations

- Demonstrated skills with workforce management, reporting and executive level presentation