3 Workforce Optimization Jobs

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.

1. Workforce Planning Manages the completion of staffing schedules, reviews the forecasting of work orders to plan the number and expertise of staff needed within agreed timeframes and in line with grade of service Ensures the administration of working hours and extra hours as governed by the scheduling process and manages the co-ordination of employees based in the jio centres. Advise on the co-ordination of scheduling of large volumes of employees throughout multiple sites and shifts. Ensures the recording of absenteeism, leave, sickness, lateness, planned off schedule activities and overtime and uses predefined workforce scheduling rules to optimise the schedule and use of resources. 2. Workforce optimisation Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figures, ensuring the timely completion of Advisor schedules accordingly. Enables the operation by assessing forecasting accuracy and developing and implementing processes to optimise this accuracy. Ensures that headcount requirements are optimised to reduce costs whilst balancing operational delivery. Analyses the schedules produced by the Workforce Schedulers/Administrators and makes recommendations for improvement, including impact on budget. Ensures that the necessary processes are designed, improved and implemented to optimise forecasting and schedule accuracy. Feedbacks timeously to the Senior Resource Analyst on any issues or information pertinent to the effective resource planning within their Region. 3. Monitors Grade of service Monitors staff coverage and reports any shortfalls to the regional Operations team and informs the WFM management team based in the National Head Quarters. Monitors absenteeism trends and flags anomalies, recommending grade of service risk mitigation plans. Reviews skills sets and revises schedules and forecasts to ensure site performance and the achievement of grade of service. Identifies and highlights trends impacting contact delivery and ensures that remedial plans are incorporated into the planning process. 4. Reports Develops and distributes all operational reports required by internal and external stakeholders and attends operational meetings with colleagues to agree workforce management standards and reporting processes, ensuring that these are implemented in the workplace. Eligibility: Post Graduate and above Minimum 13+ years of experience as Workforce Management from Voice background Good hands-on knowledge in Microsoft & Reporting Tools.