Job description

WFM COE Practice- Snr. Mgr/ AGM-pun/ Mum Candidate Expectation and Roles & Responsibilities MINIMUM 12+ yrs of experience required Work independently in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skill Developing a global strategy and process for WFM - will partner with internal stakeholders to define the WFM strategy for our Contact Centre Operations across different geographies. Defining best practices for WFM - will be the thought leader and subject matter expert defining the standard operating procedures for the WFM function. Developing a continuous improvement process - define, build and track WFM KPIs for assessing them against service levels and guiding the team on how to drive improvements in those metrics and service levels. Forms effective partnerships with all stakeholders and leadership to understand and address WFM planning requirements. Initiates and implements enhanced workforce management practices for the organization including direction of multi-site workforce management functions 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. Coordinate with Operations, HR, Recruitment, Training and Facilities across multiple locations to execute short term and long term capacity movements Mitigate capacity risks by identifying dependencies across multiple processes and locations. Clearly communicate dependencies and manage/track expectations. Demonstrated ability in developing and implementing new strategies and procedures. Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions. with relevant external bodies as appropriate

Skills Required

Key Skills

• WFM
• WORKFORCE MANAGEMENT

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