Job Description

Company Profile Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. To know more about Firstsource please visit our website www.firstsource.com The primary purpose is to provide strategic direction and tactical leadership for all functional areas within Workforce Management; to initiate, implement, and effectively manage advanced workforce planning and optimization practices for Firstsource; and to optimize resource performance across multiple operations and business units utilizing automated workforce tools ensuring organizational performance requirements and client specific service commitments are met Responsibilities: Strategic: • Develops, supports, and drives strategic objectives of the workforce management organization on behalf of multiple business units and in alignment with enterprise goals. 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 Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.