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Senior Workforce Manager

Senior Workforce Manager

IntouchCX

20 years

0 Lacs

hyderabad telangana india

Posted:23 hours ago| Platform:

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Skills Required

management engagement ai automation creativity drive planning forecasting design service cadence training forecast staffing scheduling development communication monitoring

Work Mode

On-site

Job Type

Full Time

Job Description

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

The Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.As Senior Workforce Manager, You Will…

Be responsible for various functions including capacity planning, resource management, forecasting, and scheduling
Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs
Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement
Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs
Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations
Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies
Drive business benefits through self-initiated projects
Act as a Subject Matter Expert (SME) for resource planning and scheduling

As Senior Workforce Manager, You Have…

Post-secondary degree, or certificate, with a focus in a related discipline (required)
Minimum 3 years experience in a Call Center or Service-Oriented Industry
Minimum of 3 years experience as a Workforce Manager managing multiple clients/accounts
Solid experience in Capacity Planning and Forecasting
Strong analytical, problem-solving, technical, information-management, and decision-making skills are required
Excellent project management and computer (MS Office) skills
Demonstrated strong interpersonal and communication skills
Superior organizational skills and the ability to follow through
Service oriented attitude
Ability to adapt to change and innovation
Ability to work in a fast-paced, hectic, changing environment
Ability to adhere to all organizational policies and procedures
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Strategic thinking skills
Experience planning and monitoring for results

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Senior Workforce Manager