Senior Group Manager

4 weeks ago

Pune, India WNS Full time

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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