Job Summary :
Ensures the successful delivery of WFM support and acts as a liaison between WFM Shared Services and Operations organization.
Heads a team of Workforce Managers, Assistant Managers, Leads and Analysts to support Operations in delivering agreed SLAs with client.
On boarding of new accounts in Location / Delivery Assurance vertical. This includes communication with WFM Shared Services for the new account onboarding and identifying and deviation from standard SOD.
Participates in the action and strategic planning process that establishes annual objectives and goals for an organization
Directly manages WFM, Client KPIs and Financial performance in a location across different verticals.
Manages internal and external audit with processes and controls.
Duties and Responsibilities :
Communication / Negotiation :
Effectively manage client relationships to the highest standards of integrity and professionalism.
Problem Solving :
Serves as a checkpoint and reviewer of WFM processes, practices and output.
Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor.
Promote Change / Transformation : Manage change and transformation to contract / deliverables.
Takes ownership, engages with Ops team and drives improvement / resolution by developing plans, processes, recommending solutions / strategies and ensuring execution.
Escalation : Act as the point of, and own any, escalation from the Central Planning Team to OPS and vice versa.
Contribution / Leadership
Develop process maps, scorecard and performance management plans to drive a structured approach to managing the team.
Participate in meetings and initiatives that sit at a cross section of several functions including WFM provide inputs, and play a contributing role.
Effectively support and mentor the WFM team to become better at supporting Operations.
Define and ownership of Service Management tactics : Ensure regular review and sign off on tactics.