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
