Assistant Vice President- Workforce Management

Strategic:

• Forms effective partnerships with various contact center operations, business unit leadership, and corporate support functions to understand and address organizational staffing requirements.
• Ensures development and execution of organizational and site level long term forecasts and workforce budgets.
• Identifies technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects

. Ensures development and continuous improvement of organizational report structure supporting client, marketing, pricing, analytical and daily operations reporting requirements.

• Ensures national contact center and other supported service operations achieve required service level, cost targets, and overall performance metrics through development and implementation of optimal recruiting and staffing processes.
• Develops, communicates, and continuously assesses position requirements for direct reports; coaches colleagues to improve individual and team performance against established metrics
• Identifies opportunities to enhance scheduling efficiency and increase colleague effectiveness in response to changing business needs and client segment requirements.
• Communicates with executive management regarding long and short term forecasts, impact of procedural and process changes, and other staffing and operational effectiveness issues.
• Initiates and implements enhanced workforce management practices for the organization including direction of multi-site service center workforce management functions, scheduling administration; and provides support, direction, and development of direct reports.
• Works effectively within a team based environment and maintains good internal and external client relationships.
• Ensures organizational alignment through cooperative development of individual and departmental objectives with operations management team; and provides individual and organizational feedback on performance on a continuous basis.

Operational:

• Ensure planning function works towards maximising revenue from operations
• Give timely inputs to maximise revenue and optimise cost
• Manage WFM function within the budget
• Proactively reduce WFM cost
• Leverage COE at low cost geographies to lower operating cost without compromising on output quality.
• Provide budgetary inputs to the finance team
• Actively participate in annual & quarterly budgeting process. Customer Satisfaction:
• Ensure high eVOC / iVOC scores
• Engage with clients / internal customers for value adds
• Act as consultant for the clients / internal customers
• Represent WFM during client visits
• Showcase WFM capability to clients as and when required.
• Provide geography specific inputs for new solution design.
• Ensure that all new projects GO-Green from WFM perspective in the geography. Employee Satisfaction:
• Ensure high team morale
• Ensure development of second level of leadership
• Ensure good work culture
• Coach / mentor and upskill the team
• Act as coach for conflict resolution within the team and cross functional teams
• Promote Firstsource culture
• Ensure learning and development of all team members