Workforce Management Leader
7 days ago
Job Overview:
We are a global Business Process Management leader, offering business value to over 400 global clients by combining operational excellence with deep domain expertise in key industry verticals.
Key Job Description:
- Managing end-to-end workforce related activities for account.
- Internal and external stakeholder management.
- Managing governance for team, performance discussion, feedback, etc.
- Management for other activities i.e. P & L, Budgeting, Invoicing, Audits and workforce transition etc.
Process Related Experience:
- Hands-on experience in Forecasting, Planning, Scheduling.
- Able to work on MS-Office – Excel, Word & PPTs.
- Has worked on at least one WFM tool like IEX, Aspect, Blue-Pumpkin etc.
- Exposure to at least one of the Voice ACD tools like Avaya CMS, Nortel, Genesys etc.
- Excellent verbal & written communication & presentation skills.
- Good interpersonal & people management skills with a problem-solving approach.
- Aware about COPC Certifications/Audits.
- Hands on experience in Invoicing.
- Aware of Quality tool LEAN, Six-Sigma. Preferably Lean and Green belt certified.
- Demonstrate Customer Service Skills.
- Responsible for managing team or can be an Individual Contributor Role.
Qualifications:
- Experience:
- 5-7 years and above in the WFM function at a management level.
- Educational Qualification: Any Graduate/Post Graduate minimum of a Grade 12.
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