Vice President - Work Force Management

Leading ITES/BPO hiring for Vice President - Work Force Management

Mumbai Rozgaar Pvt Ltd (1 Opening)
12.0 Year(s) To 15.0 Year(s)
1200000.00 LPA To 1600000.00 LPA
MBA/PGDM/MPM - Other Management

Job Profile

  • Institutionalize best practices in WFM across the organisation and create and manage a team which delivers these practices to the business
  • Conceive, design and drive WFM Automation projects at an organisation wide scale
  • Manage and own wing to wing Resource Planning for multiple accounts across multiple sites and programs
  • Manage labor utilization and drive ‘Service-Cost’ balance across the organization
  • Conduct Analysis of program data to identify normal and special process variation, seasonality trends etc in program metrics
  • Meet on a regular basis with Business Managers to review results and provide consulting and solutions on Capacity Management issues
  • Track and report exceptions to Agent Schedules as needed
  • Administer the design and creation of training and process manuals used to meet departmental program goals/guidelines
  • Responsible for day-to-day functional supervision of his own work-groups, including work assignment and attendance monitoring and other administrative tasks

Company Info

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We are a leading global business services provider of customer experience management. We offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experiences- from strategy development through execution. The company is wholly owned by Essar, a USD 27 billion conglomerate. For 30 years, we have been the go-to experience creators for global giants across outsourcing and technology.

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