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