Senior Manager-WFM
- eClerx
- 10 - 18 years
- Pune
- 8 months ago
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Job Description
we are hiring senior manager WFM for Pune location .
Shift Timings - Flexible (24*7)
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
Contact -Rupali Devlekar
E-****************C@ec**r.com
M-7678009***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: eClerxLocation(s): Pune+ View Contact
Keyskills: Wfm Planning manger wfm Team Management Workforce Management Capacity Planning Workforce Planning Forecasting Resource Management
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₹ -13 Lacs P.A
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