Strategic: •Develops, supports, and drives strategic objectives of the workforce management organization on behalf of multiple business units and in alignment with enterprise goals.

Forms effective partnerships with various contact center operations, business unit leadership, and corporate support functions to understand and address organizational staffing requirements.
Ensures development and execution of organizational and site level long term forecasts and workforce budgets.
Identifies technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects

. • Ensures development and continuous improvement of organizational report structure supporting client, marketing, pricing, analytical and daily operations reporting requirements.

Ensures national contact center and other supported service operations achieve required service level, cost targets, and overall performance metrics through development and implementation of optimal recruiting and staffing processes.
Develops, communicates, and continuously assesses position requirements for direct reports; coaches colleagues to improve individual and team performance against established metrics
Identifies opportunities to enhance scheduling efficiency and increase colleague effectiveness in response to changing business needs and client segment requirements.
Communicates with executive management regarding long and short term forecasts, impact of procedural and process changes, and other staffing and operational effectiveness issues.
Initiates and implements enhanced workforce management practices for the organization including direction of multi-site service center workforce management functions, scheduling administration; 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.

Operational:

Ensure planning function works towards maximising revenue from operations
Give timely inputs to maximise revenue and optimise cost
Manage WFM function within the budget
Proactively reduce WFM cost
Leverage COE at low cost geographies to lower operating cost without compromising on output quality.
Provide budgetary inputs to the finance team
Actively participate in annual & quarterly budgeting process. Customer Satisfaction:
Ensure high eVOC / iVOC scores
Engage with clients / internal customers for value adds
Act as consultant for the clients / internal customers
Represent WFM during client visits
Showcase WFM capability to clients as and when required.
Provide geography specific inputs for new solution design.
Ensure that all new projects GO-Green from WFM perspective in the geography. Employee Satisfaction:
Ensure high team morale
Ensure development of second level of leadership
Ensure good work culture
Coach / mentor and upskill the team
Act as coach for conflict resolution within the team and cross functional teams
Promote Firstsource culture
Ensure learning and development of all team members

Assistant Vice President- Workforce Management