WFM - VP - Mumbai/Bangalore

VP WFM- Bangalore or Mumbai

Hope you are doing well as per our discussion please find attached the job description and below the required details.

CTC- 75 LPA including 25% variable

• Contact centre experience is must have
• Candidates from Third party BPO experience
• Excellent communication skills
• Seasoned WFM candidate 

Kindly share the profile summary in below format covering all –

• 22+ years of experience totally with 18+ years in WFM
• Has been involved in execution of enterprise level global workforce management & Staffing solutions across Travel, Insurance, e-commerce, BFS, Retail, Telecom, Healthcare, S & L BPO operations domain
• Skilled in all functions of Workforce management i.e. Forecasting, Capacity Planning, Scheduling, Real Time Queue Management, Dialer Management, MIS-Reporting and WFM System Admin for NICE/Aspect. Transitioning WFM Best Practice and Consulting of WFM Solutions for Revenue Optimization
• Has been working with organization for the past 17 years
• Currently at VP level reporting to SVP who in turn reports to corporate SVP and COO
• VP for the past 13 months prior to which AVP for 6 years
• 1 AVP, 3 SM and 2 group managers reporting directly with a total team size of 270+
• Current location
• Current CTC
• Expectation -
• Notice period -
• Six Sigma Yellow belt, PMP certified

Reports to:   Head of the vertical

Responsibilities: 

Strategic:

• Develops, supports, and drives strategic objectives of the workforce management organization on behalf of multiple business units and in alignment with enterprise goals.
• Forms effective partnerships with various contact center operations, business unit leadership, and corporate support functions to understand and address organizational staffing requirements.
• Ensures development and execution of organizational and site level long term forecasts and workforce budgets.
• Identifies technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects.
• Ensures development and continuous improvement of organizational report structure – supporting client, marketing, pricing, analytical and daily operations reporting requirements.
• Ensures national contact center and other supported service operations achieve required service level, cost targets, and overall performance metrics through development and implementation of optimal recruiting and staffing processes.
• Develops, communicates, and continuously assesses position requirements for direct reports; coaches colleagues to improve individual and team performance against established metrics.
• Identifies opportunities to enhance scheduling efficiency and increase colleague effectiveness in response to changing business needs and client segment requirements.
• Communicates with executive management regarding long and short term forecasts, impact of procedural and process changes, and other staffing and operational effectiveness issues.
• Initiates and implements enhanced workforce management practices for the organization including direction of multi-site service center workforce management functions, scheduling administration; and provides support, direction, and development of direct reports.
• Works effectively within a team based environment and maintains good internal and external client relationships.
• Ensures organizational alignment through cooperative development of individual and departmental objectives with operations management team; and provides individual and organizational feedback on performance on a continuous basis.

Operational:

Investor Satisfaction:

• Ensure planning function works towards maximising revenue from operations
• Give timely inputs to maximise revenue and optimise cost
• Manage WFM function within the budget
• Proactively reduce WFM cost
• Leverage COE at low cost geographies to lower operating cost without compromising on output quality.
• Provide budgetary inputs to the finance team
• Actively participate in annual & quarterly budgeting process.

Customer Satisfaction:

• Ensure high eVOC / iVOC scores
• Engage with clients / internal customers for value adds
• Act as consultant for the clients / internal customers
• Represent WFM during client visits
• Showcase WFM capability to clients as and when required.
• Provide geography specific inputs for new solution design.
• Ensure that all new projects GO-Green from WFM perspective in the geography.

Employee Satisfaction:

• Ensure high team morale
• Ensure development of second level of leadership
• Ensure good work culture
• Coach / mentor and upskill the team
• Act as coach for conflict resolution within the team and cross functional teams
• Promote Firstsource culture
• Ensure learning and development of all team members

Skills 

• Knowledge of automated workforce management tools ( indicative and not exhaustive list Verint, NICE , Avaya , Genesys , CUBS , VICIDial , Aspect, Microsoft Dynamics , Salesforce ) in a multi-site environment
• Excellent knowledge of multi-channel service center processes and operations
• Demonstrated skills with workforce management, reporting and executive level presentation, including Microsoft Office products
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Leadership/management/motivational skills
• Behavioral flexibility and agility in managing multiple and conflicting priorities
• Exceptional organizational skills
• Excellent interpersonal skills
• Excellent negotiation skills
• Exceptional multi-tasking and prioritization skills
• Ability to work in a team environment
• Ability to meet or exceed performance competencies

Key Performance Indicators:

• Overall service delivery of WFM ( budgeting , planning , forecasting scheduling and capacity planning )
• Quality of manpower planning interventions, both internally and with clients
• 100% compliance to regulatory standards
• Internal and external customer survey scores

Success Profile

Experience

Critical:

•  Post graduate degree

•  20+ years of contact centre related experience with at least eight years' experience in an executive leadership role

•  Proven experience in developing and implementing efficient workforce strategies 

•  Hands on experience with complex project management

Know-How

Critical:

•  Through knowledge of technological frameworks and processes, ability to understand changing WFM landscape dynamics & translating them into actionable strategy

•  Strong understanding of Financial management (Pricing, P&L & Financials)

•  Budgets 

Desirable:

•  Knowledge of domain (Healthcare, BFSI, T&M, Communication Media Technology )

Personal Attributes/Traits

•  Consultative

•  Resilient

•  Decisive & Action oriented

•  Achievement oriented 

•  Creative 

•  Socially confident 

•  Eager to learn

Competencies

•  Business Foresight –Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities

•  Influencing stakeholders

•  Managing Transformation – Ability to work and lead transformations in a dynamic environment

•  Fostering partnerships with internal and external stakeholders

•  Working across boundaries 

•  Driving Excellence

•  Leading Teams