Senior Manager- WFM Pune

2 weeks ago

Pune, India eClerx Full time

we are hiring Senior Manager WFM for Pune location .

Shift Timings - Flexible (24*7)

Role Overview:

  • Provide leadership and management to program staff and the primary care sector as it relates to workforce development.
  • Contribute strategic development and partnerships relating to workforce development
  • Provide leadership for the development of a workforce strategy
  • Provide advice to internal stakeholders relating to workforce development

Required Skills and Experience:

  • Demonstrated people management experience.
  • Experience working in the BPO industry including a sound understanding of the issues facing primary care workforce.
  • Demonstrated ability to lead a project including development of business case, program planning, budgeting, implementation and evaluation.
  • Ability to build, develop and sustain positive partnerships and productive working relationships with all levels of stakeholders (internally and externally), with a commitment to customer service.

Stakeholder Management

  • Oversee, manage and monitor Workforce Development activities.
  • In conjunction with the executive management, participate in key stakeholder engagement.
  • Provide strategic direction to program staff to engage stakeholders effectively and develop strong partnerships

WFM Process: Responsibilities

  • Good Knowledge of agent scheduling and on floor staffing activity planning
  • Should be able to coordinate with operations Managers and Leads
  • Communicate effectively and close looping with the operations in case of observations
  • Updating status in internal as well as client tools
  • Meet process expectations with high-quality standards and adherence to SLAs
  • Sense of ownership to complete the task satisfactorily
  • Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.
  • Prepare Agent schedules and Daily adherence plans
  • Prepare various Ops production reports
  • Perform RTM role independently
  • Manage Breaks and Resource availability on the floor

Contact

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