Manager

12 hours ago

Bengaluru, Karnataka, India Spes Manning Solutions LLP Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Role & Responsibilities

  • 8+ years management experience in a global workforce planning, supply chain, or operations management environment.
  • Develop the global workforce management strategy to drive optimal outcomes for all contact centers.
  • Expert knowledge of workforce management theory and best practices.
  • Prepare strategic business plans for workforce management processes, including new software and equipment upgrades, forecasting strategies, and new hire staffing recommendations. Manage intraday activities.
  • Direct management of WFM/WFO activities and staff in participating projects, including shared services contact centers.
  • Work with business leaders to develop impactful and measurable workforce plans and metrics to drive talent decisions.
  • Participate in cross-functional initiatives in support of the overall online strategy, providing executive-level communication and insight.
  • Partner with customers, WFM, and leadership teams to execute business strategies by effectively organizing and managing the workforce to address workload demands.
  • Identify opportunities to streamline the end-to-end workforce planning process, considering user experience.
  • Demonstrate strong analytical, organizational, and project management skills. Possess strong knowledge of multiple workforce management platforms and working knowledge of multiple telecom and other channel platforms.
  • Conduct audits or other quality control inspections.
  • Develop and implement processes and review local project operational documents.
  • Perform other performance and process improvement activities as needed.
  • Provide guidance, training, and/or mentorship to other team members as needed.
  • Align individual, team, and company goals through the implementation of effective rewards and recognition programs.

Skills

  • Effective communication skills.
  • Good knowledge of MS Excel and PowerPoint.
  • Proficiency with computers.
  • Willingness to work a flexible schedule, primarily in North American hours.
  • Drive for self-learning and knowledge enhancement.

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