Workforce Management Program Manager
1 month ago
Job Summary
We are seeking a highly skilled Workforce Management Program Manager to join our team at ADCI HYD 13 SEZ - H84. The ideal candidate will possess experience in workforce management disciplines, including scheduling, RTA, and intermediate-level reporting skills. They will be responsible for developing schedules that effectively deliver staffing levels, managing non-productive time request processes, and leading weekly staffing review meetings.
Key Responsibilities
- Develops schedules that consistently achieve service level commitments across all sites, languages, and markets.
- Manages non-productive time request process and planning, ensuring activities are planned without impacting SLAs.
- Responsible for the on-boarding of new hires into scheduling system.
- Reviews and processes schedule change requests.
- Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements.
- Leads weekly staffing review meetings detailing previous and current week's performance and forecasted performance of remainder of current week and next week.
- Scheduling, re-scheduling, schedule rollovers, and optimization of team meetings, one on ones, training, and various other off-phone activities.
- Break optimizations as per site-specific legal guidelines.
- Work with CASA (Aspect team) and Workforce PM Aspect onboarding into Audit Insight Team set up.
- Post-launch, attending meetings in regular intervals with Aspect admin team for learnings, updates, call-outs, and implementations.
Basic Qualifications
- Bachelor's degree or equivalentPreferred Qualifications
- Experience in program or project management-
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