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Senior Process Manager

Senior Process Manager

eClerx

10 - 12 years

8 - 15 Lacs

chandigarh

Posted:6 days ago| Platform:

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Skills Required

bpo development project management production customer service business analysis sales and operations planning budgeting planning people management skills operations ops process management s partnerships stakeholder management leadership shrinkage slas business case wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Overview:

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

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Senior Process Manager