Group Manager - WFM
Group Manager - WFM
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Role description:
Managing end to end workforce related activities for account.
Internal and external stakeholder management.
Managing governance for team performance discussion feedback etc.
Management for other activities i.e. P & L Budgeting Invoicing Audits and workforce transition etc
Process related experience:
Hands on experience in Forecasting Planning Scheduling
Able to work on MSOffice Excel Word & PPTs
Has worked on atleast one WFM tool like IEX Aspect BluePumpkin etc.
Exposure to at least one of the Voice ACD tools like Avaya CMS Nortel Genesys etc.
Excellent verbal & written communication & presentation skills
Good Interpersonal & people management skills with problem solving approach.
Aware about COPC Certifications/Audits.
Hands on experience in Invoicing.
Aware of Quality tool LEAN SixSigma. Preferably Lean and Green belt certified
Demonstrate Customer Service Skills.
Responsible for managing team or can be an Individual Contributor Role
Ensure accuracy and timeliness of deliverables for the respective Vertical/Accounts aligned.
Assist Operations and Client in Forecasting & Capacity Planning needs. Resolving Firstlevel escalations & assess customers needs
Motivating Team through effective management career development.
Analysis of reports including process dashboards & initiate appropriate action plans.
Supporting the Ops/Stake holders on internal and client calls ensuring valueadded inputs are shared.
Ensure effective planning of Volumes Resources (Capacity planning and staffing. Maintains customeroriented approach and focus on key deliverable areas.
Qualifications :
Experience:
57 year and Above in the WFM function at a management level
Educational Qualification: Any Graduate/Post Graduate minimum of a Grade 12
Additional Information :
US Night Shift
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
