Job Description
Assist in decision-making, oversee projects, liaise with stakeholders, and analyze performance data.
Essential Duties & Responsibilities: Responsible for Workforce Management & Service Delivery to Internal & External Customers Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops. Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform. Serves as a checkpoint and reviewer of WFM processes, practices and output. Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution. Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor. Develop processes, scorecards and performance plans for effective team management.
