Senior Process Manager

3 days ago

Chandigarh, Chandigarh, India eClerx Full time ₹ 30,00,000 - ₹ 90,00,000 per year
Description

Role Overview: 

  • 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 development

Required 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 partnerships

WFM 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 floor 

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