Job Description

: : VP WFM- Bangalore or Mumbai Hope you are doing well! as per our discussion please find attached the job description and below the required details. CTC- 75 LPA including 25% variable Contact centre experience is must have Candidates from Third party BPO experience Excellent communication skills Seasoned WFM candidate Kindly share the profile summary in below format covering all - 22+ years of experience totally with 18+ years in WFM Has been involved in execution of enterprise level global workforce management & Staffing solutions across Travel, Insurance, e-commerce, BFS, Retail, Telecom, Healthcare, S & L BPO operations domain Skilled in all functions of Workforce management i.e. Forecasting, Capacity Planning, Scheduling, Real Time Queue Management, Dialer Management, MIS-Reporting and WFM System Admin for NICE/Aspect. Transitioning WFM Best Practice and Consulting of WFM Solutions for Revenue Optimization Has been working with organization for the past 17 years Currently at VP level reporting to SVP who in turn reports to corporate SVP and COO VP for the past 13 months prior to which AVP for 6 years 1 AVP, 3 SM and 2 group managers reporting directly with a total team size of 270+ Current location Current CTC Expectation - Notice period - Six Sigma Yellow belt, PMP certified Reports to: Head of the vertical Responsibilities: 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: Investor Satisfaction: 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 Skills Knowledge of automated workforce management tools ( indicative and not exhaustive list Verint, NICE , Avaya , Genesys , CUBS , VICIDial , Aspect, Microsoft Dynamics , Salesforce ) in a multi-site environment Excellent knowledge of multi-channel service center processes and operations Demonstrated skills with workforce management, reporting and executive level presentation, including Microsoft Office products Excellent oral and written communication, including presentation skills PC literate, including Microsoft Office products Leadership/management/motivational skills Behavioral flexibility and agility in managing multiple and conflicting priorities Exceptional organizational skills Excellent interpersonal skills Excellent negotiation skills Exceptional multi-tasking and prioritization skills Ability to work in a team environment Ability to meet or exceed performance competencies Key Performance Indicators: Overall service delivery of WFM ( budgeting , planning , forecasting scheduling and capacity planning ) Quality of manpower planning interventions, both internally and with clients 100% compliance to regulatory standards Internal and external customer survey scores Success Profile Experience Critical: . Post graduate degree . 20+ years of contact centre related experience with at least eight years\' experience in an executive leadership role . Proven experience in developing and implementing efficient workforce strategies . Hands on experience with complex project management Know-How Critical: . Through knowledge of technological frameworks and processes, ability to understand changing WFM landscape dynamics & translating them into actionable strategy . Strong understanding of Financial management (Pricing, P&L & Financials) . Budgets Desirable: . Knowledge of domain (Healthcare, BFSI, T&M, Communication Media Technology ) Personal Attributes/Traits . Consultative . Resilient . Decisive & Action oriented . Achievement oriented . Creative . Socially confident . Eager to learn Competencies . Business Foresight -Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities . Influencing stakeholders . Managing Transformation - Ability to work and lead transformations in a dynamic environment . Fostering partnerships with internal and external stakeholders . Working across boundaries . Driving Excellence . Leading Teams Key Skills : Wfm Rta

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