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Senior Group Manager
2 months ago
Job Description
Sr Group Manager (AVP) Workforce Management WFM; will lead the Workforce Management team for Shipping and Logistics Business Unit
- Forecasting Capacity Planning Scheduling Reporting and RFP Solutions Design effective WFM solutions to meet objectives and resolve business problems
- Work with multiple stakeholders across the organization to support BU and Organization level initiatives
- Design and develop optimal simulations wrt forecasting scheduling and staffing to address impact on service delivery and costs
- Proactively develop gap plans to address deviation between budget vs actuals in revenue per FTE SU Capacity and Contractual Service Levels
- Work with stakeholders to design and implement the workforce budgets, build coach and support direct and indirect reports with their Individual Development Plans
- Identifies opportunities to improve efficiency in light of changing business requirements
- Engages with operations teams to discuss long and short term forecasts impact of procedural and process changes and other staffing and operational effectiveness
Skills Required:
- Profile 14+ years of work experience and currently working as Senior Manager AVP WFM in a Global MNC Contact Centre
- People manager and mature leader with knack for creating strong bonding with the team
- Strong problem solving skill and attention to detail
- Excellent communication skills; creative and should display effective thought leadership in interactions with various stakeholders
- Outcome focused with thought clarity Experience working on WFM tools like NICE Verint
- Aspect and other leading WFO Understanding of various statistical models and new gen technology used in call centre forecasting and scheduling solutions
Location: Pune
Qualifications: Graduation/ MBA Preferred
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