Associate Director Workforce Management

To know more about Firstsource please visit our website www.firstsource.com

• Leads the Resource Planning function for the UK Geo, encompassing Forecasting and Scheduling for the organization.
• Develops and implements effective Workforce Management (WFM) practices to address business challenges.
• Collaborates closely with cross-functional stakeholders and supports the Sales team with WFM insights and planning support.
• Builds strong partnerships with contact center operations, business unit leadership, and corporate support teams to understand and fulfill forecasting and scheduling needs.
• Designs and presents various forecasting, scheduling, and staffing models to evaluate and communicate the impact on service delivery and costs.
• Oversees the creation and execution of long-term forecasts and workforce budgets at both organizational and site levels.
• Identifies technological requirements within the scope of responsibilities and leads implementation of relevant tools and process improvements.
• Ensures service operations, including contact centers and other support functions, meet service level agreements, cost targets, and performance metrics through optimized recruiting and staffing strategies.
• Defines, communicates, and continuously evaluates role expectations for direct reports; mentors team members to improve individual and team performance based on key metrics.
• Identifies opportunities to enhance scheduling efficiency, forecasting accuracy, and adaptability to changing business and client requirements.
• Engages regularly with Operations teams to review long- and short-term forecasts, assess the impact of procedural changes, and address staffing and operational performance issues.
• Provides timely insights to WFM Service Delivery teams to support revenue maximization and cost optimization.
• Manages the WFM team within the allocated budget while proactively identifying opportunities to reduce costs.
• Maintains strong governance over team performance and regularly reports progress to WFM leadership.

Skillset Requirement

• Fundamentally a strong people manager & mature leader
• Excellent communication skills, Creative, and should display effective thought leadership.
• Outcome focused, with thought clarity
• Experience working on WFM tools like NICE, Verint, Aspect and other leading WFOs
• Understanding of various statistical models and new gen technology used in Call centre forecasting and scheduling solutions.
• Six Sigma and COPC Certification will be an added advantage.
• Strong ownership and can-do attitude, dealing with ambiguity
• High IQ and EQ