Introduction
Firstsource, a leading global provider of business process solutions, is seeking a skilled Senior Executive for Workforce Management. This role offers an exciting opportunity to lead strategic workforce planning, optimize staffing efficiency, and drive operational success. If you are an experienced professional passionate about improving workforce processes and contributing to organizational excellence, this position is for you.
Table of Contents
Job Overview
The Senior Executive – Workforce Management role at Firstsource focuses on developing and executing workforce strategies, improving scheduling efficiency, and driving cost optimization for the organization. This position requires a strong understanding of workforce management tools, forecasting, and budgeting to enhance service delivery and operational performance.
Key Responsibilities
- Develop and support strategic workforce management objectives across multiple business units.
- Collaborate with contact center operations and leadership to address staffing requirements effectively.
- Prepare long-term forecasts and workforce budgets aligned with organizational goals.
- Identify and implement advanced technology solutions to improve processes and reporting efficiency.
- Optimize scheduling practices to enhance colleague effectiveness and respond to changing business needs.
- Communicate forecasts and operational impacts to executive management, ensuring alignment on workforce strategies.
- Leverage low-cost geographies to reduce operating expenses without compromising quality.
- Manage workforce management functions within budget while actively reducing costs.
- Develop and maintain an organizational report structure to meet client and operational needs.
Required Skills and Experience
- Proven experience in workforce management within a service-oriented organization.
- Knowledge of automated workforce management tools such as NICE, Verint, or Aspect.
- Strong analytical skills to assess workforce efficiency and implement improvements.
- Excellent communication skills to liaise with leadership and cross-functional teams.
- Ability to manage workforce planning and operations across multiple sites effectively.
- Experience in budgeting, cost optimization, and financial planning.
About Firstsource
Firstsource is a globally recognized provider of business process management services, helping clients transform their operations through cutting-edge technology and innovative strategies. With a focus on delivering exceptional customer experiences, Firstsource partners with organizations across industries to drive business growth and success.
Why Join Firstsource?
- Be part of a global organization committed to excellence and innovation.
- Work on challenging projects that make a real impact on business operations.
- Opportunities for professional growth and development in a dynamic environment.
- Collaborate with industry leaders and work with advanced workforce management tools.
- Contribute to meaningful workforce transformation initiatives.
Conclusion
If you have the expertise in workforce management and a passion for driving operational efficiency, the Senior Executive role at Firstsource is an excellent opportunity to elevate your career. Join a global leader in business process management and contribute to shaping workforce strategies that make a difference. Apply now to be a part of the Firstsource team!