Operations Excellence Director

2 weeks ago


Pune, Maharashtra, India EXL Full time
Responsibilities and Requirements

We are seeking a highly experienced Workforce Management professional to join our Operations team as a Senior WFM Manager. In this role, you will be responsible for heading a team of WFM Supervisors and Analysts to support our Operations function.

Your primary responsibilities will include developing and implementing workforce strategies aligned with EXL's goals and objectives. You will also analyze workforce trends, productivity, and efficiency to identify areas for improvement and collaborate with various departments to forecast and plan for workforce needs.

Additionally, you will establish and monitor key performance indicators (KPIs) related to workforce management, regularly reporting on metrics to leadership. You will also implement effective recruitment and retention strategies, ensuring the organization has the right talent in the right roles.

The successful candidate will have extensive experience in Workforce Management in a multi-site, multi-client, BPO environment and strong leadership abilities. They will also possess excellent analytical skills, with the ability to interpret data, analyze trends, and make data-driven decisions.

We are looking for a motivated and experienced Workforce Management professional who is passionate about leading and managing teams to deliver exceptional results.

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