WFM Logistics Manager

Job role

• Ideal candidate would be someone who has 5+ years' experience of leading a Team of 30-40+ individuals either at a manager level or an assistant manager level in a target driven environment for a US based client
• Experience in US based logistics, should be sound with US geography at states and counties level
• Proven experience in managing diverse customer base across multiple states in US and is able to plan assignments across different geographical regions in US
• Sound knowledge of Workforce Management functions including dialer management and real time monitoring and able to independently implement best industry practices
• Knowledge on automation tools like SQL and Power BI would be an added advantage although not essential
• Excellent communication skills. Analytical and number driven mindset, should be able to perform high volume analysis
• Good time manager. Ability to work in a challenging environment
• Ready to learn and self-motivated

Skills and Competencies

WFM and Dialer Experience:

• Solid background in workforce management functions, preferably with US healthcare related
• Sound knowledge of handling various locations preferably at county and city level customer base, proficiency in United States Geography
• Proven track record of managing dialer efficiently and forecast/capacity planning

Analytical Skills:

• Strong analytical skills working on large data sets preferably in US based environment
• Proven track record of high-volume data analysis to derive business insights for process improvements and decision making

Leadership Skills:

• Ability to lead and motivate a team of AMs and WFM Logistics Executives.
• Strong decision-making and problem-solving skills.

Customer Focus:

• Understanding of customer needs and the ability to ensure a positive customer experience.
• Customer-centric approach to our external and internal clients and problem resolution.

Time Management:

• Effective time management skills to prioritize tasks and meet deadlines.
• Ability to handle multiple responsibilities simultaneously.

Adaptability:

• Flexibility and adaptability in a fast-paced and dynamic environment.
• Willingness to embrace change and implement new strategies.

Technology Proficiency:

• Expertise in MS Excel and Office 206/365. Besides, average knowledge of SQL and Power BI would be preferred

Team Collaboration:

• Strong collaboration skills to work effectively with other departments within the organization.
• Foster a positive team culture.

Key Responsibilities

Below is the list of tasks/activities needed to be accomplished by the individual engaged in the mentioned role:

• Providers Planning based on Client Goals and Capacity
• Proactively raise requirements based on the goals to various teams, liaise with respective leaders
• Forecasting: Predict the goals based on current run rates and predictive analysis considering various caveats and raise requirements as necessary
• Includes schedulers and providers capacity prediction too
• Scheduling: Maintain the schedulers rosters, shift timings, break management and processing supporting payroll data
• Real time Monitoring of schedulers
• Ensuring the scheduling targets and providers utilization goals are met
• Dialler Management Ensuring sufficient leads are always ingested for the schedulers to work on considering the client goals, connect ratios and other factors also limiting any idle times
• Devise daily, weekly and monthly strategy for dialling and make amendments as per business needs
• Cross functional collaboration – Liaise with all stakeholders and teams, gather inputs and provide end to end support for their respective goals.