Company profile  A global business services firm that transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. With a presence in 25 countries at 125+ locations and a staff of more than 90,000 globally who speak 40+ languages.  The Role  We are looking for a seasoned WFM professional for Gurgaon location. The identified resource is expected to ensure a successful delivery of WFM support and acts as a liaison between WFM Services and Operations organization.  Key Responsibilities:  - Manage the team in the location for the accounts supported.  - On boarding of new accounts in Location / Delivery assurance vertical.  To produce a plan of the account incorporating Calendar of service; contract events; contact profiles etc  - Include an Engagement Model to give visibility of communication strategy  - Promote Change/ Transformation: Manage change and transformation to contract/deliverables  - Client Interaction: Define client structure/interaction/communication strategy  - Effectively manage client relationships to the highest standards of integrity and professionalism  - Escalation: Act as the point of, and own any, escalation from the Central planning team to Ops and vice versa.  - Continuous Improvement Plan: Leverage value adding opportunities from contract knowledge/ best practice. Act upon and improve satisfy. Support and challenge the Central Planning team  - Should aim at reducing costs, improve service levels, optimize customer satisfaction  - One on ones and monthly / quarterly reviews  - Internal and external Audit Management with processes and controls  - Responsible for setting strategic direction for all WFM disciplines.  - Define and communicate Governance Structure, objectives and operational guiding principles.  - Periodically review WFM progress based on the strategic direction.  - Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.  - Supports in risk mitigation planning.  - Partner with various business verticals to enhance WFM support in newer and unexplored disciplines  - Development of WFM professional and Leaders  - Career Pathing  - Succession Planning  - Talent Management.  - Manage internal communications process between WFM GEOs-   Desired Skills:  - Planning and coordinating the re-engineering, integration, and control plans across delivery centers, regions and geographies  - Quality control / error tracking of Intraday management.  - Identify the opportunity for WFM Automation  - Definition & ownership of Service Management tactics: Ensure regular review and sign off of tactics  - Propose Service Agreement model and mechanisms to enable successful delivery  - Facilitate knowledge transfer  - Identify and drive WFM indices  - Addressing dynamic and complex business

Delhi NCR

Workforce Management Leader - BPO 

Workforce Management Leader - BPO  ,Job Description for Workforce Management Leader - BPO  in Crossway Consultants in  Delhi NCR for (10-14) years of experience. Apply Now!

Job Description for Workforce Management Leader - BPO  in Crossway Consultants in  Delhi NCR for (10-14) years of experience. Apply Now!