Senior Workforce Manager
- IntouchCX
- 3 - 8 years
- Hyderabad
- 6 months ago
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Job Description
About the Job The Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.As Senior Workforce Manager, You Will Be responsible for various functions including capacity planning, resource management, forecasting, and schedulingLead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIsMaintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvementImplement regular cadence for future training needs and requirements to handle future forecast and staffing needsLead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business OperationsBe responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficienciesDrive business benefits through self-initiated projectsAct as a Subject Matter Expert (SME) for resource planning and scheduling As Senior Workforce Manager, You Have Post-secondary degree, or certificate, with a focus in a related discipline (required)Minimum 3 years experience in a Call Center or Service-Oriented IndustryMinimum of 3 years experience as a Workforce Manager managing multiple clients/accountsSolid experience in Capacity Planning and ForecastingStrong analytical, problem-solving, technical, information-management, and decision-making skills are requiredExcellent project management and computer (MS Office) skills Demonstrated strong interpersonal and communication skillsSuperior organizational skills and the ability to follow throughService oriented attitudeAbility to adapt to change and innovationAbility to work in a fast-paced, hectic, changing environmentAbility to adhere to all organizational policies and proceduresAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsStrategic thinking skillsExperience planning and monitoring for results
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad+ View Contact
Keyskills: Staffing Project management Analytical Scheduling Information management MS Office Resource management Monitoring Business operations Capacity planning
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