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 positive internal and external client relationships.
Ensures organizational alig

📌 Assistant Vice President Workforce Management Bengaluru
🏢 First Source
📍 Bengaluru