5 Workforce Optimization Jobs

Analyze operational processes and workflows to identify inefficiencies and areas for improvement . Collaborate with cross-functional teams to implement integrated workforce management (IWM) solutions . Develop and maintain business analytics reports to support decision-making processes . Ensure compliance with organizational policies, procedures, and industry standards in all operations . Support the design and implementation of workforce optimization strategies . Monitor and evaluate the performance of implemented IWM systems, recommending adjustments as necessary . Facilitate training and communication to ensure end-user adoption of new tools and processes . Provide actionable insights through data analysis to drive productivity, cost efficiency, and operational excellence . Liaise with stakeholders to align business objectives with workforce management goals . Conduct regular audits and generate feedback loops for continuous improvement .

As a member of the KPMG Global Services (KGS) India team, you will be a part of a strategic global delivery organization collaborating with over 50 KPMG firms. Our mission is to provide a progressive, scalable, and customized approach to meet diverse business requirements. With a current employee count of approximately 21,000, we operate from eight locations in India, including Bengaluru, Gurugram, Hyderabad, Mumbai, Kochi, Noida, Pune, and Kolkata, offering a wide range of Advisory and Tax-related services to KPMG firms globally. Your role will involve process consulting for US/UK clients, encompassing As-Is State Assessment, Business Process Mapping, Data Analysis, To-Be Operating Model, and Future Roadmap design. Additionally, you will be responsible for conducting Market Research and Benchmarking for assigned accounts. You will play a key role in creating viewpoints on emerging topics and developing new solution offerings for our clients. Interacting with clients to gather project requirements and delivering accordingly will be a crucial aspect of your responsibilities. Analyzing data using tools like Alteryx and Power BI to derive meaningful insights and supporting the scalability of analytics solutions for large datasets using Microsoft Azure will also be part of your duties. To excel in this role, you should hold a Masters degree in management or MBAs. You must have 2-3 years of relevant experience in a similar role, preferably in a professional services firm, consulting, or a Big 4 organization. Your background should include experience in various functional areas such as process assessment, financial improvement, operational improvement, digital assessment, market research, benchmarking, workforce optimization, Target Operating Model (TOM) design, Cost Optimization, Regulatory Compliance, and insight-driven solution development. Proficiency in tools like PowerPoint, Aris or Visio, Excel (including intermediate to advanced data modeling skills with macros/VBA knowledge), and data visualization tools like Power BI, Tableau, Microsoft Azure, Alteryx, etc., is essential. Some understanding of data models is preferred, along with prior business analysis or consulting experience. Moreover, you should be adept at supporting proposal development and finalizing market-leading bids. Strong communication skills, both verbal and written, are essential, along with good interpersonal skills to collaborate effectively within a team. Exposure to the consulting industry will be beneficial in fulfilling the requirements of this role effectively.,

Job Title - GN - SONG - MT - Workforce Intelligence - Senior Manager/Manager Management Level: 06/ Senior Manager or 07/ Manager Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai Must have skills: Workforce Management (WFM) Good to have skills: Project Management Job Summary : You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. Areas of Work :Advance Customer Engagement, Workforce Optimization Roles & Responsibilities: As part of the team, you will drive the following Help our clients to create the workforce optimization strategy Work with clients to drive migration of workforce management platforms to new age technologies based on AI/ML Build target operating model for workforce management practice Assist clients in driving operational efficiencies through leading operational practices within the contact center/customer service organization Provide an impartial assessment of workforce management solutions Design & create strategic plans for WFO (Project & Programme) Design & create the solution architecture for workforce management transformation with best practices (across platforms) Lead large scale transformations on AI enabled contact center / customer service opportunities with clear focus on workforce optimization Build and influence relationships, grow collaborative partnerships with clients Experience using industry enterprise frameworks and methodologies to deliver business capabilities through whole systems design and architecture Work with pre-sales teams to support the solutioning of workforce optimization opportunities Manage performance of teams and identify performance improvement plans when required Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace Professional & Technical Skills: Understand market and customer challenges, ability to address these challenges in a differentiated manner vs. the competition. Includes similar level of understanding with regards to all the workforce management vendor technologies Help the team to be able to solution, sell, deliver workforce optimization solutions to clients. Readiness includes ,Product overview, Partner readiness support, pricing, documentation, first call presentations Ability to drive Partner support activities which includes a strong focus on nurturing deeper, more strategic relationships with key parties Excellent communications & presentation skills Ability to develop requirements based on leadership input Ability to work effectively in a remote, virtual, global environment Strong project management skills:ability to mobilize and organize across multiple stakeholders (client and internal) and projects Additional Information: Minimum 8+ years for Manager and Minimum 12-15 years for Senior Manager of experience in delivering workforce optimization programmes across multiple opportunities Exceptional customer management & people management skills Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies. Experience in handling different kinds of Contact Center process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk Experience in communicating with users, other technical teams, and senior management to collect requirements, describe software product features, technical designs, and product strategy. Practical knowledge on WFM platforms like Nice, Verint, Calabrio, Aspect, Genesys with focus on cloud solutions Practical knowledge of AI powered WFM solutions from similar providers Aware of quality and reporting platforms with the same providers as above Experience in building integration with other contact center platforms Good to have certification in any of the above mentioned platforms WFM solution Qualification Experience: Minimum 10+ year(s) of experience is required Educational Qualification: MBA/PGDM from a tier 1 or 2

Job Title - GN - SONG - Service - Workforce Intelligence - Senior Manager Management Level: 6-Senior Manager Location: Bengaluru, BDC7A Must-have skills: Workforce Management (WFM) Good to have skills: Ability to leverage design thinking, business process optimization, and stakeholder management skills. Job Summary : This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance. Professional & Technical Skills: - Relevant experience in the required domain.- Strong analytical, problem-solving, and communication skills.- Ability to work in a fast-paced, dynamic environment. Bring your best skills forward to excel at the role: Understand market and customer challenges, ability to address these challenges in a differentiated manner vs. the competition. Includes similar level of understanding with regards to all the workforce management vendor technologies Help the team to be able to solution, sell, deliver workforce optimization solutions to clients. Readiness includes:Product overview, Partner readiness support, pricing, documentation, first call presentations Ability to drive Partner support activities which includes a strong focus on nurturing deeper, more strategic relationships with key parties Excellent communications & presentation skills Ability to develop requirements based on leadership input Ability to work effectively in a remote, virtual, global environment Strong project management skills:ability to mobilize and organize across multiple stakeholders (client and internal) and projects Additional Information: - Opportunity to work on innovative projects. - Career growth and leadership exposure. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of the team, you will drive the following Help our clients to create the workforce optimization strategy Work with clients to drive migration of workforce management platforms to new age technologies based on AI/ML Build target operating model for workforce management practice Assist clients in driving operational efficiencies through leading operational practices within the contact center/customer service organization Provide an impartial assessment of workforce management solutions Design & create strategic plans for WFO (Project & Programme) Design & create the solution architecture for workforce management transformation with best practices (across platforms) Lead large scale transformations on AI enabled contact center / customer service opportunities with clear focus on workforce optimization Build and influence relationships, grow collaborative partnerships with clients Experience using industry enterprise frameworks and methodologies to deliver business capabilities through whole systems design and architecture Work with pre-sales teams to support the solutioning of workforce optimization opportunities Manage performance of teams and identify performance improvement plans when required Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace Qualification Experience:14 to 16 Years Educational Qualification: Minimum 15 Years of Education

Key Integrator: Act as the main point of contact and representative of the Tech and Workforce Transformation team in India. Talent Development: Hire, train, develop, and manage talent to meet organizational needs. Global Collaboration: Serve as the primary liaison for GCC senior leadership in the US and the offshore team in India, including Contract teams and direct AIN FTEs. Optimization: Oversee analysis efforts to optimize workforce and resource allocation, driving efficiency across the business. Operational Excellence and Delivery: Manage end-to-end delivery of core sales & marketing operations projects, ensuring quality, scalability, and operational efficiency. Offshore Vendor Management: Supervise offshore teams including contract workers, ensuring quality of service and timely deliverables. Innovation Leadership: Foster a culture of innovation, keeping the India team at the forefront of emerging technologies and trends in automation and AI. Continuous Improvement: Identify and prioritize organizational opportunities, collaborating with cross-functional teams to implement improvements. Automation: Lead piloting, planning, and implementation of automation across the GCC portfolio of capabilities. Business Impact & Collaborator Management: Ensure capability solutions drive tangible business outcomes; collaborate with global key partners to refine requirements, measure impact, and report progress. Financial Management: Oversee GCC budget associated with offshore work in India, ensuring negotiated rates and overall value. What We Expect of You Basic Qualifications: Doctorate degree with 4 years of experience in statistics, operations research, mathematics, econometrics, business administration, or a quantitative field OR Master's degree with 14 to 16 years of experience in related fields OR Bachelor's degree with 16 to 18 years of experience in related fields. Preferred Qualifications: Relevant experience in sales, marketing, operations, and bio/pharmaceutical industries. Proven leadership in customer capability innovation. Minimum 5 years in operational effectiveness, with a track record in automation development and capability efficiencies. Strong understanding of data modeling, scenario planning, and business alignment. Knowledge of tagging, Google Analytics, CRM, Content Management Systems, and digital marketing ecosystems. Experience leading and developing dedicated teams to deliver results and drive future strategy. Ability to foster openness, encourage risk-taking, and lead idea generation and experimentation. Strategic thinker for portfolio-wide impact across geographies and development stages. Skilled in managing multiple senior collaborators and prioritizing resources for maximum impact. Excellent oral, written, and presentation skills for explaining complex concepts to diverse audiences, including senior management. Comfortable challenging the status quo and proposing innovative solutions. Proven ability to identify, implement process and systems innovations for team effectiveness. Experience leading large-scale global change management initiatives. Understanding of technology platforms and capability to partner with IS/IT and cross-functional business leaders.