Senior Process Manager (WFM )

Job description

Workforce Management - SPM India | Full-time (FT) | Customer Operations Shift Timings - Rotaional/ Night shift Role Overview: • Provide leadership and management to program staff and the primary care sector as it relates to workforce development. • Contribute strategic development and partnerships relating to workforce development • Provide leadership for the development of a workforce strategy • Provide advice to internal stakeholders relating to workforce development Required Skills and Experience: • Demonstrated people management experience. • Experience working in the BPO industry including a sound understanding of the issues facing primary care workforce. • Demonstrated ability to lead a project including development of business case, program planning, budgeting, implementation and evaluation. • Ability to build, develop and sustain positive partnerships and productive working relationships with all levels of stakeholders (internally and externally), with a commitment to customer service. Stakeholder Management • Oversee, manage and monitor Workforce Development activities. • In conjunction with the executive management, participate in key stakeholder engagement. • Provide strategic direction to program staff to engage stakeholders effectively and develop strong partnerships WFM Process: Responsibilities • Good Knowledge of agent scheduling and on floor staffing activity planning • Should be able to coordinate with operations Managers and Leads • Communicate effectively and close looping with the operations in case of observations • Updating status in internal as well as client tools • Meet process expectations with high-quality standards and adherence to SLAs • Sense of ownership to complete the task satisfactorily • Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. • Prepare Agent schedules and Daily adherence plans • Prepare various Ops production reports • Perform RTM role independently • Manage Breaks and Resource availability on the floor Interested candidates can share their updated resume at :-rupali.devlekar.C@eclerx.com