WFM COE Practice - Snr. Mgr/ AGM

The Senior Manager/AGM for WFM COE Practice is expected to have a minimum of 12+ years of experience and must be able to work independently in a highly demanding and often ambiguous environment. You will need to have strong attention to detail and exceptional organizational skills. Your main responsibilities will include developing a global strategy and process for Workforce Management (WFM) in partnership with internal stakeholders to define the WFM strategy for Contact Centre Operations across different geographies. As a thought leader and subject matter expert, you will be defining best practices for WFM and standard operating procedures for the WFM function. You will also be responsible for developing a continuous improvement process by defining, building, and tracking WFM Key Performance Indicators (KPIs) to assess them against service levels. You will guide the team on how to drive improvements in those metrics and service levels. You will need to form effective partnerships with all stakeholders and leadership to understand and address WFM planning requirements. Additionally, you will initiate and implement enhanced workforce management practices for the organization, including the direction of multi-site workforce management functions. Providing support, direction, and development of direct reports will also be part of your responsibilities. Working effectively within a team-based environment and maintaining good internal and external client relationships is crucial for this role. You will ensure organizational alignment through cooperative development of individual and departmental objectives with the operations management team. Providing individual and organizational feedback on performance on a continuous basis is also expected. You will coordinate with Operations, HR, Recruitment, Training, and Facilities across multiple locations to execute short-term and long-term capacity movements. Mitigating capacity risks by identifying dependencies across multiple processes and locations is essential. Clear communication of dependencies and managing/tracking expectations will be key in this role. Demonstrated ability in developing and implementing new strategies and procedures is required. You must also have the ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions. Collaboration with relevant external bodies as appropriate is also part of the role requirements. Key Skills: - WFM - Workforce Management Industry Type: ITES/BPO/KPO Functional Area: ITES/BPO/Customer Service Employment Type: Full Time, Permanent Role Category: Outsourcing/Offshoring Job Code: GO/JC/19859/2024 Recruiter Name: Devikala D,