Assistant Vice President-Workforce Management-WFM en exl Service.com (India) Private Limited
exl Service.com (India) Private Limited · Noida, Indien · Onsite
- Senior
- Oficina en Noida
Assist in decision-making, oversee projects, liaise with stakeholders, and analyze performance data.
| Essential Duties & Responsibilities: | |
| Responsible for Workforce Management & Service Delivery to Internal & External Customers | |
| Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops. | |
| Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform. Serves as a checkpoint and reviewer of WFM processes, practices and output. | |
| Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution. | |
| Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor. | |
| Develop processes, scorecards and performance plans for effective team management. |
Responsibilities
| Minimum Work Experience: 15+ years in Workforce Management in a multi-site, multi-client, BPO environment. 2 years as Sr. Manager handling multiple programs of various sizes and complexities.
Skills Requirements: • Develop and implement workforce strategies aligned with the organization's goals and objectives • Conduct analysis of workforce trends, productivity, and efficiency to identify areas for improvement • Collaborate with various departments to forecast and plan for workforce needs, ensuring optimal staffing levels are maintained • Work with financial teams to develop and manage budgets related to workforce expenses, including staffing levels, training, and technology • Establish and monitor key performance indicators (KPIs) related to workforce management, regularly reporting on metrics to leadership • Implement effective recruitment and retention strategies, ensuring the organization has the right talent in the right roles • Oversee the implementation and optimization of workforce management tools and technologies to enhance efficiency and accuracy • Collaborate with HR and training departments to design and implement programs that enhance the skills and capabilities of the workforce • Ensure compliance with labor laws and regulations, as well as internal policies and procedures related to workforce management • Lead and facilitate change initiatives related to workforce processes, policies, and technologies • Stakeholder Management • Reporting Suits Development • Respond to RFP/RFI • Proposing WFM Solution for prospect clients
Qualification • Several years of progressive experience in workforce management, operations, or related roles • Strong analytical skills to interpret data, analyze trends, and make data-driven decisions • Excellent communication and interpersonal skills to collaborate with different departments and communicate effectively with employees at all levels • Proven leadership abilities, including the ability to motivate and manage a team, drive change, and achieve results • Familiarity with workforce management tools, HRIS (Human Resources Information System), and other relevant technologies • Ability to think strategically and align workforce initiatives with overall business objectives |
• Strong problem-solving skills to address workforce challenges and implement effective solutions
Qualifications
Bachelor's/Master's in any stream 12+ years
