Senior BPO Process Optimization Manager

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