Senior Manager – Tower Lead WFM – Bangalore
Location: Bengaluru
• Experience: Senior Level
• Openings: 1
Job description
Job
Title: Manager
– Senior Manager – Tower Lead WFM
Job
Location: Bangalore
Work
Model: Mandatory
Work from Office
Candidate
Location-Anywhere in
India
Candidate
Industry (BPO /
KPO / GBS / GCC / GSS / Captive Shared Services)
Education
and Certification
Qualification: Any Degree
Specific
Remarks: Full-time
Education is Mandatory, No Correspondence, 15 years regular stream of education
mandatory, etc.
Detailed
Job Description
12 years of experience,
with significant leadership experience in Workforce Management within BPO,
shared services or large-scale operations.
Proven
ownership of forecasting, capacity planning, scheduling, roster management,
real-time management and WFM reporting in a complex, multi-site or
multi-country environment. Demonstrated experience managing WFM teams, client
stakeholders, service-level risks, planning assumptions, escalations and
transformation initiatives.
Strong
knowledge of workload drivers, forecasting methods, staffing models, shrinkage,
utilization, occupancy, schedule efficiency, adherence and scenario planning.
Working experience with one or more WFM
platforms such as NICE IEX, Verint, Genesys, Calabrio, Aspect, Blue Yonder or
equivalent.
Experience with transition, operating model
design, data validation, SOP development, readiness assessment, go-live and
stabilization for new or expanding accounts.
Advanced Excel and analytical skills; exposure
to Power BI, Tableau, SQL or automation tools is preferred.
Ability to influence hiring, training,
operations, finance and client teams using fact-based recommendations and
clearly articulated business trade-offs.
Excellent executive communication,
presentation, negotiation, problem-solving and stakeholder management
skills.
Key
Skills: Workforce
Management , forecasting, capacity planning, scheduling , HCM, Workday