Senior Process Manager-WFM

As a Program Manager in the primary care sector, you will be responsible for providing leadership and management to program staff and the primary care sector in relation to workforce development. Your role will involve contributing to strategic development and forming partnerships related to workforce development. You will also lead the development of a workforce strategy and provide advice to internal stakeholders regarding workforce development. Key Responsibilities: - Provide leadership and management to program staff and primary care sector for workforce development - Contribute to strategic development and partnerships in workforce development - Lead the development of a workforce strategy - Advise internal stakeholders on workforce development matters Qualifications Required: - Demonstrated experience in people management - Previous work experience in the BPO industry, with a strong understanding of primary care workforce issues - Ability to lead projects from inception to evaluation, including business case development, program planning, budgeting, and implementation - Skilled in building positive partnerships and productive relationships with stakeholders at all levels, both internally and externally, with a focus on customer service Additionally, you will oversee, manage, and monitor workforce development activities while engaging key stakeholders collaboratively. You will provide strategic direction to program staff to effectively engage stakeholders and nurture strong partnerships. In terms of Workforce Management (WFM) Process responsibilities, you will be expected to possess: - Proficiency in agent scheduling and on-floor staffing activity planning - Coordination skills with operations managers and leads - Effective communication and follow-up with operations based on observations - Updating statuses in internal and client tools - Meeting process expectations with high-quality standards and adherence to SLAs - Ownership mindset to ensure satisfactory task completion - Monitoring key WFM KPIs such as Shrinkage and Schedule Adherence - Generating agent schedules, daily adherence plans, and operational production reports - Independently performing Real-Time Management (RTM) role - Managing breaks and resource availability on the operational floor If you are interested in this position, please share your resume at rupali.devlekar.C@eclerx.com.,