Sr Manager| WFM BPO| 13+yrs| Pune Mumbai

6 days ago

Mumbai Pune, India Gryphon Hytech Services Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Profile Name : Sr. Manager

Shift : Canadian shift (Window 5pm 4am rotational off & rotational shift 5days working )

Location : Pune / Mumbai

  • Pune Yerwada (Pick & drop available within the boundary )
  • Mumbai – Malad west/ Goregaon

Must Have :

  • We need from international BPO
  • Notice period – need candidates who are immediate joiners or can join in 15 – 20days max
  • Looking for candidates only from international BPO experience in Workforce management department.

Job Description:

  • Define and execute the departmental plans in alignment with Workforce Management strategy and client requirements.
  • Oversee the end-to-end WFM process cycle, including forecasting, scheduling, intraday management, and reporting, ensuring efficiency and accuracy.
  • Monitor key WFM metrics and analyze trends to identify risks, opportunities, and areas for improvement.
  • Act as the primary point of contact for senior leadership and stakeholders, providing insights and recommendations on WFM related decisions.
  • Manage escalations, resolve complex challenges, and provide guidance on critical decision-making.
  • Drive standardization and alignment of WFM processes, tools, and practices across regions and programs, establishing frameworks and ensuring consistency in execution.
  • Lead the implementation of new tools, technologies, policies, procedures, and methodologies to enhance WFM operations and organizational capabilities, setting clear priorities and ensuring that innovation aligns with strategic goals.
  • Collaborate with cross-functional teams, including Operations, IT, Finance, and HR to ensure seamless integration of WFM processes.
  • Participate in strategic planning, budgeting, and resource allocation processes to ensure WFM scalability and efficiency.
  • Lead and mentor WFM managers.
  • Should have experience in Billing & invoicing

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