Workforce Manager

1 month ago


Navi Mumbai, India Hexaware Technologies Full time

Role: General Manager - Workforce Management (WFM)


Specific Duties:


  1. To act as single point of contact for operations delivery for Global firm. Own the delivery and drive a sense of ownership in each team member.
  2. Manage team members across various lines of business
  3. Ensure smooth delivery of operations in confirmation with agreed SLAs within the parameters of MSA / SOW and highlighting on leakages to resolve it
  4. Ensure customer delight and engagement through regular touch point and governance mechanism.
  5. Drive culture of compliance and meet global regulatory requirements.
  6. Drive transformation, sponsor change initiatives across the engagement.


Qualification:


  1. Must be a graduate
  2. Minimum 12 years of relevant experience working in BPO industry
  3. Strong Workforce management/Capacity planning/Resource Planning experience
  4. Managing tasks and taking to the success
  5. Must have handled a larger span of employees
  6. Experience working with WFM related tools
  7. Exposure to transformation like RPA, AI, ML or any business transformation would be an added advantage
  8. Good team management experience


Skills:


  1. Strong domain expertise
  2. Good communication skills
  3. Self-starter, motivated
  4. Good people manager
  5. Problem solving
  6. Attitude to get hands-on to the assignments and solve the issues
  7. Program Management

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