Start your journey with BCD Grow connect collaborate and celebrate with our global team Lead Workforce Management Hybrid Full time Banglore India In this role you will supervise coach and support the members of the Workforce Management Team on ways to successfully interpret and react to the performance of multiple channels in multiple contact centers throughout the day in order to help maximize resource utilization while driving efficiencies and ensuring service level objectives are met As a Lead Workforce Management you will Work with internal Workforce Management team as well as field operations to identify alternative solutions and associated pro s and con s and explain the requirements deliverables costs and criticalities of the situation as appropriate Contribute to business requirements develop standards and practices and support initiatives to deploy technology and or processes in support of effective contact center management Oversee analysis to validate effectiveness and efficiency of plans strategies and decisions Escalate errors or anomalies to project team and or appropriate resources for support retest and report as needed Ensure proper human resource and company process and policies are followed About you Previous Workforce Management experience You can manage and coordinate multiple initiatives simultaneously that often represent competing priorities Capable of identifying customer needs - Listening to information asking probing questions applying knowledge associating solutions Ability to build and maintain strong strategic relationships with key leaders Excellent oral and business writing communication skills in English About us We re a market leader in travel management We help people and companies travel smart and achieve more and our clients include some of the world s best-known and most cutting-edge business and consumer brands We operate in more than 100 countries and the majority of our 10 000 people work virtually because a 10-second commute u