Senior Workforce Manager

1 month ago


Bengaluru, Karnataka, India ADCI - BLR 14 SEZ Full time

About the Role:

The ADCI - BLR 14 SEZ is seeking a highly skilled and experienced Workforce Program Manager to join our team. The successful candidate will be responsible for leading various projects for Workforce Management and Operations, which will have a direct impact on cost, Service level agreements, and Service Experience.

Key Responsibilities:

  • Lead various projects for WFM and Ops which has direct impact on cost, sla and SX.
  • Primary responsibility for functions within R&C owning end to end Service level delivery and Headcount utilization.
  • Provide a blended leadership support of multiple programs by looking into inhouse cross flexing, outsourcing opportunities, managing tool migrations, etc.
  • Clearly communicate dependencies and partner with team's on changes or deviations to plan.
  • Participate in wider R&C projects and initiatives.
  • Coordinate with Operations, Training, Vendors, Capacity Planning, Forecasting and Finance teams to meet the project timelines with right level of approval mechanisms.
  • Fully leverage existing technology, including global standardization of reporting.
  • Root cause analysis and corrective action plan for variances in vendor operational performance.

Requirements:

  • 3+ years of program or project management experience.
  • 3+ years of working cross functionally with tech and non-tech teams experience.
  • Experience defining program requirements and using data and metrics to determine improvements.
  • Bachelor's Degree in a quantitative field (engineering, economics, math, statistics).
  • Experience of 5+ years in leading a workforce planning team and outsourcing projects.
  • Experience building capacity models using various statistical tools for forecasting and optimization.

Preferred Qualifications:

  • Masters Degree in a quantitative field (engineering, economics, math, statistics).
  • Experience in Aspect or equivalent eWFM platform.
  • Experience in advanced data analytics, relevant to WFM and Ops metrics.
  • Experience in managing multi-geography based teams.

About ADCI - BLR 14 SEZ:

The ADCI - BLR 14 SEZ is an organization that prioritizes protecting the interests of end-users, balancing compliance and providing a great customer experience. Our team uses automated and manual investigations of seller transactions on our marketplace to achieve this objective.



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