Senior Group Manager - WFM

Sr Group Manager (AVP) Workforce Management WFM; will lead the Workforce Management team for Shipping and Logistics Business Unit

Forecasting Capacity Planning Scheduling Reporting and RFP Solutions Design effective WFM solutions to meet objectives and resolve business problems

Work with multiple stakeholders across the organization to support BU and Organization level initiatives

Design and develop optimal simulations wrt forecasting scheduling and staffing to address impact on service delivery and costs

Proactively develop gap plans to address deviation between budget vs actuals in revenue per FTE SU Capacity and Contractual Service Levels

Work with stakeholders to design and implement the workforce budgets, build coach and support direct and indirect reports with their Individual Development Plans

Identifies opportunities to improve efficiency in light of changing business requirements

Engages with operations teams to discuss long and short term forecasts impact of procedural and process changes and other staffing and operational effectiveness

Skills Required:

Profile 14+ years of work experience and currently working as Senior Manager AVP WFM in a Global MNC Contact Centre

People manager and mature leader with knack for creating strong bonding with the team

Strong problem solving skill and attention to detail

Excellent communication skills; creative and should display effective thought leadership in interactions with various stakeholders

Outcome focused with thought clarity Experience working on WFM tools like NICE Verint

Aspect and other leading WFO Understanding of various statistical models and new gen technology used in call centre forecasting and scheduling solutions

Location: Pune

Qualifications: Graduation/ MBA Preferred