Associate Head-MIS/WFM
Tech Mahindra
Cebu City, Philippines
6d ago
source : Bossjob

Roles & Responsibilities· This role is primarily responsible for managing Tech Mahindra Business Process Services (BPS) WFM Function in Philippines & other geos by deploying innovative WFM practices for BPO / KPO business.

  • Closely work with Delivery Heads / Leads to identify opportunity to improve profitability of different accounts by the virtue of introducing automation / lean / six sigma approach.
  • Identifying, onboarding, and developing WFM talent and leading a team of quantitative personnel.· Applying thought leadership in applying WFM practices to enhance business value, insight, and control for an organization· Providing subject matter expertise in the areas of Forecasting, Scheduling, Planning, Real Time Monitoring, MIS / Analytics and Solution for new business opportunities· Working towards increasing the scope of Central Traffic Desk across multiple customer processes within the organization and create CTD as a showcase capability of the organization· Understand the on ground challenges and work towards an innovative solution to mitigate the risk.
  • Own the learning and grooming of WFM team members across geographies· Ensure the deliverables meet the defined timelines with complete accuracy· Demonstrate strong business understanding and suggest suitable solution for various business scenarios · Core responsible area is to analyze the data / Reports of overall processes and strategize Planning and Forecasting.
  • Open to travel within and outside Philippines for consulting assignments up to 1 yearAny other tasks assigned by the immediate manager or as required by the businessSkills & Experience· A minimum of 15 years of experience.
  • Good verbal, written & presentations skills· Good interpersonal skills to manage and closely work with cross-function teams· Solution oriented / detail oriented individual who possess the traits to manage different teams across geographies· A proven track record of leadership skills who leads from the front· Proactive style of working and demonstrated Analytical skills· Proven ability to multi-task while ensuring timelines are met with accuracy· Demonstrated ability to quickly learn new systems and processes· Experience across multiple verticals like Telecom, BFSI, Retail, Service Desk, Hi-Tech, Healthcare, Travel & Logistics· Experience in managing WFM Function for Voice / Back Office / Email / Chat processes
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