Senior Director Workforce Management

6 days ago

Greater Delhi Area, India Everise Full time

Principle Accountabilities:

  • Driving optimization into the environment optimizing occupancy and staffing utilization while delivering to SL targets
  • Building strong relationships with internal /external stakeholders and POCs
  • Improving forecast accuracy across all LOBs
  • Enhance staffing adherence in scheduling for success and real-time execution
  • Creating Enterprise level views of plans and outcomes of performance between internal and external partners
  • Optimizing outbound staffing to meet outbound campaign velocity and staffing availability

Attributes & Attitude:

  • Strategic thinking and problem-solving skills
  • Data first approach to root cause and problem solving
  • Installing a solution-based approach versus a problem-based assessmentCreate continuous improvement mindset of your team to further efficiencies
  • Create custom or creative solutions where necessary while leveraging best practices at a core or fundamental level for execution
  • Develop best in class approaches with scalable solutions that can be consistently executed well

Knowledge:

  • 4 + years of experience as WFM manager, director or equivalent
  • 2 + years experience in Pharmacy contact center support and/or the healthcare industry
  • Supported contact centers with agent HC greater than 5K
  • Experience managing multiple vendors or working at multi-geo BPOs.
  • Expert in multiple contact center technologies like Verint, Aspect, and Genesys.
  • Experience managing end-to-end workforce management, including RTA(GCC), scheduling, demand forecasting, and budgeting.
  • Understands how to be successful in driving a best-in-class experience for stakeholders while maintaining competitive benchmarked ratio support models aligned to budgetary goals
  • Understand outbound dialler management optimization on throttling volume with dialler management and WFM team collaboration.
  • Consistently looking for optimization opportunities.
  • Experience in driving consistent processes across multiple partners.
  • Proven experience in process improvement and department improvements
  • Demonstrated leadership skills with emphasis on collaboration, diplomacy, cooperative negotiation, and persuasion required to build cross-functional commitment to deliver intended results.
  • Excellent communication skills, both verbal and written in English, including the ability to effectively communicate both internally and externally to all parties.
  • Proven tactical skills with the ability to identify, connect and communicate opportunities that achieve objectives.
  • Ability to adapt to change and implement quickly based on the overall direction and needs of the company.
  • Able to adapt to changes in direction quickly and efficiently.
  • Proficient in using MS Word and PowerPoint. Advanced in Excel
  • Lean six sigma experience.
  • COPC training
  • Enhance reporting to help define root cause analysis and issue resolution.
  • Experience with WFM as a service is a huge plus.

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