Job Description
Our client is a leading global technology and services company with market cap of $4.26 billion.
It has over 270,000 employees spread over offices in 6 Continents & over 70 countries
Key Responsibilities:
8+ years Management experience in a global workforce planning / supply chain / operations management environment.
- Develop the global workforce management strategy to drive optimal outcomes for all contact centers.
- Expert knowledge of workforce management theory and best practice.
- Prepare a strategic business plan for the workforce management processes, including new software and equipment upgrades, forecasting strategies, new hire staffing recommendations and manage Intraday Activities.
- Direct management of WFM / WFO activities and staffs in participating projects, including shared services contact center.
- Work with business leaders to develop impactful and measurable workforce plans and metrics to drive talent decisions.
- Participates in cross-functional initiatives in support of the overall Online strategy. Requires the ability to provide executive-level communication and insight.
- Partner with Customer’s WFM and leadership team to execute on business strategies by effectively organizing and managing the workforce to effectively address the workload.
- Find opportunities to streamline the end-to-end workforce planning process considering user experience.
- Strong analytical, organizational, project management skills, strong knowledge of multiple workforce management platforms, working knowledge of multiple telecom and other channel platforms.
- Conduct audits or other quality control inspections.
- Develop and implement processes and review of local project operational documents.
- Perform other performance and process improvement activities as needed
- Provide guidance, training, and/or mentorship to other team members as needed.
- Align individual, team, and company goals through implementation of effective rewards and recognitions.
Skills
- Effective communication skill.
- Good knowledge of MS Excel & Power point.
- Proficiency with computers
- Willingness to work a flexible schedule, primarily in North American Hours.
- Drive for self-learning and knowledge enhancement
Experience
- Experience leading Workforce Management teams supporting operations at significant scale - hiring and developing great people, and establishing a collaborative and positive team culture
- Contact Centre Workforce Management experience with client facing experience (added advantage)
- Experience with Workforce Management platforms/software (e.g., NICE IEX, Aspect, Teleopti), WFM best practices and terminology (i.e., you have subject matter expertise across WFM disciplines).
- Experience creating and designing workflows and processes, as well as measuring their efficacy
- Ability to simplify complex operations into repeatable processes
- Comfortable in fast-paced environment
- Ability to make decision in time sensitive ambiguous situations
Qualification: Any Graduate (MUST)
Please mail your CV to : monu@creativeindians.com
