Associate Director Workforce Management

2 days ago

Mumbai, India First source Full time

Job Description To know more about Firstsource please visit our website www.firstsource.com - Leads the Resource Planning function for the UK Geo, encompassing Forecasting and Scheduling for the organization. - Develops and implements effective Workforce Management (WFM) practices to address business challenges. - Collaborates closely with cross-functional stakeholders and supports the Sales team with WFM insights and planning support. - Builds strong partnerships with contact center operations, business unit leadership, and corporate support teams to understand and fulfill forecasting and scheduling needs. - Designs and presents various forecasting, scheduling, and staffing models to evaluate and communicate the impact on service delivery and costs. - Oversees the creation and execution of long-term forecasts and workforce budgets at both organizational and site levels. - Identifies technological requirements within the scope of responsibilities and leads implementation of relevant tools and process improvements. - Ensures service operations, including contact centers and other support functions, meet service level agreements, cost targets, and performance metrics through optimized recruiting and staffing strategies. - Defines, communicates, and continuously evaluates role expectations for direct reports; mentors team members to improve individual and team performance based on key metrics. - Identifies opportunities to enhance scheduling efficiency, forecasting accuracy, and adaptability to changing business and client requirements. - Engages regularly with Operations teams to review long- and short-term forecasts, assess the impact of procedural changes, and address staffing and operational performance issues. - Provides timely insights to WFM Service Delivery teams to support revenue maximization and cost optimization. - Manages the WFM team within the allocated budget while proactively identifying opportunities to reduce costs. - Maintains strong governance over team performance and regularly reports progress to WFM leadership. Skillset Requirement - Fundamentally a strong people manager & mature leader - Excellent communication skills, Creative, and should display effective thought leadership. - Outcome focused, with thought clarity - Experience working on WFM tools like NICE, Verint, Aspect and other leading WFOs - Understanding of various statistical models and new gen technology used in Call centre forecasting and scheduling solutions. - Six Sigma and COPC Certification will be an added advantage. - Strong ownership and can-do attitude, dealing with ambiguity - High IQ and EQ

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