na
RESPONSIBILITIES
Essential Duties & Responsibilities: Responsible for Workforce Management &
Service Delivery to Internal & External Customers Manages a WFM team for 3 to
5 clients. Effectively leads and mentor the team to support Ops. Directly
manages WFM processes, Client KPIs and Financial performance in a multi-site,
multi-platform. Serves as a checkpoint and reviewer of WFM processes, practices
and output. Takes ownership, engages with Ops team and drives
improvement/resolution by developing plans, processes, recommending
solutions/strategies and ensuring execution. Ensures productive levels of
staffing and occupancy, optimizes the resources to maximize service level, seat
utilization while maintaining financial rigor. Develop processes, scorecards
and performance plans for effective team management.
QUALIFICATIONS
15+ years in Workforce Management in a multi-site, multi-client, BPO
environment.
2 years as Sr. Manager handling multiple programs of various sizes and
complexities.
Skills Requirements:
• Develop and implement workforce strategies aligned with the organization's
goals and objectives
• Conduct analysis of workforce trends, productivity, and efficiency to
identify areas for improvement
• Collaborate with various departments to forecast and plan for workforce
needs, ensuring optimal staffing levels are maintained
• Work with financial teams to develop and manage budgets related to
workforce expenses, including staffing levels, training, and technology
• Establish and monitor key performance indicators (KPIs) related to
workforce management, regularly reporting on metrics to leadership
• Implement effective recruitment and retention strategies, ensuring the
organization has the right talent in the right roles
• Oversee the implementation and optimization of workforce management tools
and technologies to enhance efficiency and accuracy
• Collaborate with HR and training departments to design and implement
programs that enhance the skills
📌 Assistant Vice President (Noida)
🏢 EXL
📍 Noida