Workforce Management Program Manager

1 month ago


Hyderabad, Telangana, India ADCI HYD 13 SEZ - H84 Full time

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 equivalent

Preferred Qualifications

- Experience in program or project management

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