Strategic: • Develops, supports, and drives strategic objectives of the workforce management organization on behalf of multiple business units and in alignment with enterprise goals.
- Forms effective partnerships with various contact center operations, business unit leadership, and corporate support functions to understand and address organizational staffing requirements.
- Ensures development and execution of organizational and site level long term forecasts and workforce budgets.
- Identifies technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects

. • Ensures development and continuous improvement of organizational report structure supporting client, marketing, pricing, analytical and daily operations reporting requirements.
- Ensures national contact center and other supported service operations achieve required service level, cost targets, and overall performance metrics through development and implementation of optimal recruiting and staffing processes.
- Develops, communicates,



and continuously assesses position requirements for direct reports; coaches colleagues to improve individual and team performance against established metrics
- Identifies opportunities to enhance scheduling efficiency and increase colleague effectiveness in response to changing business needs and client segment requirements.
- Communicates with executive management regarding long and short term forecasts, impact of procedural and process changes, and other staffing and operational effectiveness issues.
- Initiates and implements enhanced workforce management practices for the organization including direction of multi-site service center workforce management functions, scheduling administration; and provides support, direction, and development of direct reports.
- Works effectively within a team based workplace and maintains good internal and external client relationships.
- Ensures organizational alig

📌 Assistant Vice President- Workforce Management (Bengaluru)
🏢 First Source
📍 Bengaluru