Manager-Workforce Management-WFM

3 days ago

Pune, Maharashtra, India EXL Full time ₹ 1,20,000 - ₹ 3,00,000 per year

Job Description : Heads a team of WFM/MIS Supervisors and/or MIS Analysts to support Operations Essential Duties & Responsibilities: Responsible for MIS & WFM Reporting & Service Delivery to Internal & External Customers Manages a MIS team for 3 to 5 clients. Effectively leads and mentor the team to support Ops. Directly manages MIS processes, Client KPIs and Financial performance in a multi-site, multi-platform. Should be well equipped with all WFM related aspects, forecasting, capacity planning. Serves as a checkpoint and reviewer of MIS processes, practices and output. Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution. Ensures the business targets in-terms of KPI/SLA are met along with the financials goals Develop processes, scorecards and performance plans for effective team management. Key Metrics and Scorecard: KPI/SLA Scorecard Ops Feedback Supervisor Feedback Job Specifications (Qualifications, Skills and Experience) Minimum Work Experience: 6 years in Workforce Management in a multi-site, multi-client, BPO environment. 2 years as Manager handling multiple programs of various sizes and complexities. Skills Requirements: Strong sense of personal stake and urgency in day to day management. Ability to forge positive, objective relationships with Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities. Ability to foresee, dissect and fix problems using data-driven approach and common sense. Appetite for challenges; driving projects, improvement opportunities, maturity models etc. Effectiveness in presenting to and persuading different levels in the organization. Experience in creating compelling analysis, reports for clients, internal reviews. Must demonstrate thorough, swift and decisive approach to problem solving. Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements. Proficiency in basic arithmetic and statistical concepts and strong logical ability desired. Must be tactically involved and hands on where needed. Ability to motivate, retain and attract talent. Flexible with extending shifts when needed.

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