Workforce Manager - Professional Services Firm

Reporting to: Head Talent Acquisition

Industry Experience : BFSI, Big 4 and Management Consulting

Qualification: MBA from a Tier-1 Institute

Post Qualification Experience: 5-8 years

RESPONSIBILITIES:

Forecasting - Coordinate with the Practice Heads / Function Heads / Partners to define the volume forecast for different Practices and Support Functions.

Planning - Assist to prepare the AOP by coordinating with the relevant stakeholders and monitor the implementation of the plan within the budgets.

Readiness - Communicate the manpower count to the outsourced partners & stakeholders to drive the Service Levels, Answering % and Abandon by predicting Spikes, Manpower Planning, rigorous Follow Ups, preparing RCAs, suggesting Alternate Method during roadblocks etc.

Analytical Skills/Reports - Navigate MS Excel expertly and prepare reports / models and use them as tool to the prepare different data cuts for planning and forecasting. Good analytical skills for MIS, number-crunching & reporting to internal customers and the management.

Delivery - Deliver on KPIs such as SLs, Average Handling time, Abandons, Forecast Deviation, Average response time etc.

Billing & Invoicing - Validate the billing details of the outsourced partners and upload the invoices in the internal systems to get the payment processed in a timely manner.

IDEAL CANDIDATE PROFILE:

- Advanced level expertise in MS Excel, MS PowerPoint, WFM principles & building forecasting models.

- Must be a self-starter who requires minimal supervision, with excellent problem-solving skills.

- Understanding of Forecasting/Scheduling/Capacity Planning principles.

- Understanding of WFM functioning and deliverables.

- Good analytical skills for MIS, number-crunching & reporting to internal & external customers.

- Good verbal & written communication skills.