Role: General Manager – Workforce Management (WFM)
Specific Duties:
- To act as single point of contact for operations delivery for Global firm. Own the delivery and drive a sense of ownership in each team member.
- Manage team members across various lines of business
- Ensure smooth delivery of operations in confirmation with agreed SLAs within the parameters of MSA / SOW and highlighting on leakages to resolve it
- Ensure customer delight and engagement through regular touch point and governance mechanism.
- Drive culture of compliance and meet global regulatory requirements.
- Drive transformation, sponsor change initiatives across the engagement.
Qualification:
- Must be a graduate
- Minimum 12 years of relevant experience working in BPO industry
- Strong Workforce management/Capacity planning/Resource Planning experience
- Managing tasks and taking to the success
- Must have handled a larger span of employees
- Experience working with WFM related tools
- Exposure to transformation like RPA, AI, ML or any business transformation would be an added advantage
- Good team management experience
Skills:
- Strong domain expertise
- Good communication skills
- Self-starter, motivated
- Good people manager
- Problem solving
- Attitude to get hands-on to the assignments and solve the issues
- Program Management