2 Wfm Systems Jobs

Company Description LinkedIn is the worlds largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. Were also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture thats built on trust, care, inclusion, and fun where everyone can succeed. Join us to transform the way the world works. Job Description At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. The GTM Vendor Solutions team is searching for a Sr. Business Lead who will drive scalable WFM solutions and vendor compliance aligned with the go-to-market strategy, while also innovating vendor management frameworks. Additionally, contribute to developing a world-class outsourcing strategy and standardizing vendor programs for scale. Responsibilities: Implementation of WFM system and build and lead frameworks for outcome based billing. Project Manage the outsourced WFM program with a vendor Collaborate closely with Sales Operations teams to understand how workforce and quotas are planned to bridge the gap with the vendors to help forecast volumes and headcount. Collaborate closely with cross-functional teams to develop and implement scalable solutions for WFM and vendor staffing compliance, aligning with the organization&aposs go-to-market strategy. Drive the development and execution of project plans, ensuring timely delivery and adherence to quality standards. Develop and maintain processes for monitoring and ensuring compliance with staffing regulations and internal policies. Conduct regular audits and assessments to identify areas for improvement and implement corrective actions as necessary. Monitor compliance, shrinkage, gaps in contractual agreement executions, and drive accountability for the same and raise early flags around attrition. Provide strategic insights and recommendations to senior leadership based on data-driven analysis of workforce and vendor performance metrics. Use their extensive knowledge about LinkedIns vendor programs and Microsofts best practices to help build vendor standardisations to help scale programs Think like an owner and have an impact outside of your core functions by demonstrating leadership, providing leverage, and producing results that will help our team effectively scale Qualifications Basic Qualifications: 9+ years of experience in management consulting, program management, SaaS, operations, or sales operations Experience in MS Office (Outlook, Word, PowerPoint, and Excel) Ability to travel both domestically and internationally Preferred Qualifications: Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision Advanced communication, organizational, presentation, and client-service skills Experience working with Salesforce, Microsoft Dynamics, Tableau, and project management software solutions PMP or COPC certified Ability to present data in an effective, actionable manner Works well in ambiguity with the ability to think strategically with a proven track record of providing consultative and data driven solutions Ability to work effectively with cross-functional teams Life-long learner who embraces change w/ the ability to pivot based on team and business needs Experience in configuring NICE IEX/NEVA, etc WFM systems Suggested skills: Program Management Stakeholder Management Effective Communication Additional Information India Disability Policy LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf Global Data Privacy Notice for Job Candidates Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal. Show more Show less

Job Responsibilities : Candidates with 3-5 years of experience Great technical ability, particular with WFM systems (e.g. Aspect CMS) , RTA and MS Excel Adaptability of approach flexibility with a desire to achieve goals Good knowledge of workforce management processes and principles Strong numerical background Strong proactive approach to work, with a can-do attitude Ability to build relationships and networks at all levels Providing excellent service with a key focus on doing the right thing for each customer deliver solutions that meet their individual needs. Effective management of work queues, across all customer channels Drive operational activity performance Drive Intraday/real-time issue resolution and planning Identify escalate issues around shift schedule adherence Review, analyse, and report on various elements of planning performance Liaise and interact with operational managers and other core account stakeholders in a collaborative manner, agreeing correct course of action to deliver achievement of SLAs. Where required, act as a support mechanism and link in with offshore teams and peers in order to deliver a collective comprehensive planning approach. Track and manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively. Provide performance updates and commentary to stakeholders throughout the working day and week. Complete ad-hoc staffing scheduling amendments. Action authorized off the phone activity, shift changes, break lunch amendments etc. Deliver Intraday reforecasts via use of relevant systems such as Aspect eWFM, assessing the impact on performance delivery, highlighting risks and opportunities.Maintain service level log / Incident reports to enable understanding of any variances to SLA and forecasted workload. Complete on-day short-term reforecasts for all channels including full schedule optimization. Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication interaction. Ensure findings from real time analysis are fed through to the end to end planning process. Develop skills and expand knowledge across the wider planning team activities in support of this. Challenge and improve ways of working, highlighting non-value-add activities, in order to drive efficiency, resulting in cost savings through reduction in FTE. Attend contribute to relevant meetings with stakeholders across Planning, Operations, Support Teams, and Clients. Contact Person: Hemalatha Email: hemalatha@gojobs.biz