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

Job Description:

• 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