Director of Workforce Performance

3 days ago

Gulbarga, Karnataka, India beBeeWorkforce Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Workforce Optimization Director

We are seeking a seasoned professional to lead our team in developing and implementing strategic workforce management plans that drive efficiency and customer satisfaction.

  • The ideal candidate will have a strong background in workforce management, with at least 6 years of experience in a leadership role within a BPO environment.
  • They will be responsible for leading a team of Managers, Analysts, Schedulers, and Real-time Coordinators supporting global operations across multiple clients and verticals.
About the Role
  • This is a critical role that requires a high level of expertise in metrics, reporting, and data analysis.
  • The successful candidate will be able to develop and implement workforce management strategies that align with business goals and ensure efficient scheduling of staff to meet forecasted demand.
Responsibilities
  1. Develop and implement workforce management strategies to meet the business objectives of the organization.
  2. Analyze historical data and trends to forecast staffing needs, ensuring alignment with client requirements and SLAs.
  3. Collaborate with senior management and clients to create long-term workforce plans that support business growth and scalability.
  4. Lead, mentor, and develop a team of workforce analysts and Business Intelligence analysts.
  5. Forecast staffing requirements based on historical data and predictive analytics.
  6. Foster a culture of continuous improvement, encouraging innovation in workforce management practices.
  7. Ensure efficient scheduling of staff to meet forecasted demand while optimizing labor costs and ensuring compliance with labor laws.
  8. Implement and maintain workforce management tools and software to streamline forecasting and scheduling processes.
  9. Monitor real-time performance metrics and adjust staffing plans as needed to maintain service levels.
  10. Coordinate with operations to manage intra-day staffing adjustments and address any service level deviations.
  11. Develop and deliver comprehensive workforce management reports and dashboards to senior leadership and clients.
  12. Analyze workforce data to identify trends, variances, and areas for improvement.
  13. Provide insights and recommendations to optimize workforce performance and enhance operational efficiency.

Requirements:

  • Bachelor's degree in Business, Operations Management, or a related field.
  • Minimum of 15 years of experience in workforce management, with at least 6 years in a leadership role within a BPO environment.
  • Strong understanding of workforce management tools and software.
  • Proven ability to develop and implement workforce management strategies that align with business goals.

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