Director - WFM @ Firstsource

Job Description

Job Description
Director - WFM - (22000237)
Description
Designation - Director - WFM
Location Bangalore
Department WFM - Sourcepoint
Reporting to GM/VP
Please find below JD of this position
Responsibilities :

• You will consult with local managers, project managers and other key players to define WFM requirements to meet program metrics.
• You will compile and interpret statistical information to calculate and project staffing requirements of department.
• Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting.
• You will proactively build strategies to meet near term and future staffing requirements and also meet the budget goals of the business.
• Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.
• Drive and own the oversight from WFM prospective of client KPI as well as internal efficiency delivery, while keeping all stakeholders engaged

Qualification & Skillsets Required :

• Strong verbal and written communication skills and ability to communicate with all levels of the organization
• Knowledge of US Mortgage BPO /KPO industry and best practices, plus knowledge of WFM metrics, forecasting, staff planning, and scheduling
• Ability to interact effectively with all levels of management and customers
• Ability to be flexible and quickly adapt to changing business needs and processes
• Ability to motivate and mentor team; presenting new opportunities and challenges for additional development
• Ability to think analytically and logically
• 13-16 years of overall experience with 6 Yrs of US Motgage and 5+ years of WFM experience in a multi-site environment with global footprint
• Proven track record of successful client engagements and growth
• Multi-geography, multi-vendor, multi-client support experience
• WFM technical and process knowledge

Primary Location: India-Karnataka-Bengaluru
Work Locations: Bengaluru - Pritech
Job: GM
Organization: Mortgage - Offshore Support-India

Employement Category:

Employement Type: Full time
Industry: ITES
Functional Area: Customer Service
Role Category: Director on Board
Role/Responsibilies: Director - WFM

Contact Details:

Company: Firstsource solutions
Location(s): Mumbai

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