Senior Process Manager-Wfm

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 candidate can share their resume at -rupali.devlekar.c@eclerx.com