Senior process manager-wfm

17 hours ago

Chandigarh, India Eclerx Services Limited, Mumbai, Maharashtra Full time

- Provide leadership and management to program staff and the primary care sector as it relates to workforce development.- Contribute strategic development and partnerships relating to workforce development- Provide leadership for the development of a workforce strategy- Provide advice to internal stakeholders relating to workforce developmentRequired Skills and Experience:- Demonstrated people management experience.- Experience working in the BPO industry including a sound understanding of the issues facing primary care workforce.- Demonstrated ability to lead a project including development of business case, program planning, budgeting, implementation and evaluation.- Ability to build, develop and sustain positive partnerships and productive working relationships with all levels of stakeholders (internally and externally), with a commitment to customer service.Stakeholder Management- Oversee, manage and monitor Workforce Development activities.- In conjunction with the executive management, participate in key stakeholder engagement.- Provide strategic direction to program staff to engage stakeholders effectively and develop strong partnershipsWFM Process: Responsibilities- Good Knowledge of agent scheduling and on floor staffing activity planning- Should be able to coordinate with operations Managers and Leads- Communicate effectively and close looping with the operations in case of observations- Updating status in internal as well as client tools- Meet process expectations with high-quality standards and adherence to SLAs- Sense of ownership to complete the task satisfactorily- Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.- Prepare Agent schedules and Daily adherence plans- Prepare various Ops production reports- Perform RTM role independently- Manage Breaks and Resource availability on the floorInterested candidate can share their resume at -rupali.devlekar.

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