Process Optimization Lead (WFM) (Sector 13)

04 Jun

eClerx

Sector 13

04 Jun

eClerx

Sector 13

- Provide leadership and management to program staff and the primary care sector as it relates to workforce development.
- Contribute strategic development and partnerships relating to workforce development
- Provide leadership for the development of a workforce strategy
- Provide advice to internal stakeholders relating to workforce development

Required Skills and Experience:

- Demonstrated people management experience.
- Experience working in the BPO industry including a sound understanding of the issues facing primary care workforce.
- Demonstrated ability to lead a project including development of business case, program planning, budgeting, implementation and evaluation.
- Ability to build, develop and sustain positive partnerships and productive working relationships with all levels of stakeholders (internally and externally), with a commitment to customer service.

Stakeholder Management

- Oversee, manage and monitor Workforce Development activities.
- In conjunction with the executive management, participate in key stakeholder engagement.

- Provide strategic direction to program staff to engage stakeholders effectively and develop solid partnerships

WFM Process: Responsibilities

- Good Knowledge of agent scheduling and on floor staffing activity planning
- Should be able to coordinate with operations Managers and Leads
- Communicate effectively and close looping with the operations in case of observations
- Updating status in internal as well as client tools
- Meet process expectations with high-quality standards and adherence to SLAs
- Sense of ownership to complete the task satisfactorily
- Run Operation floor to maintain Key WFM KPIs i.E. Shrinkage, Schedule adherence etc.
- Prepare Agent schedules and Daily adherence plans
- Prepare various Ops production reports
- Perform RTM role independently
- Manage Breaks and Resource availability on the floor

Interested candidate can share their resume at [email protected]

📌 Process Optimization Lead (WFM) (Sector 13)
🏢 eClerx
📍 Sector 13

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