Assistant Vice President-Workforce Management-WFM

Responsible for Workforce Management & Service Delivery to Internal & External Customers Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops. Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform.  Serves as a checkpoint and reviewer of WFM processes, practices and output. Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution. Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor.  Develop processes, scorecards and performance plans for effective team management.

Minimum Work Experience:

15+ years in Workforce Management in a multi-site, multi-client, BPO environment.

2 years as Sr. Manager handling multiple programs of various sizes and complexities.

 

Skills Requirements:

•     Develop and implement workforce strategies aligned with the organization's goals and objectives

•     Conduct analysis of workforce trends, productivity, and efficiency to identify areas for improvement

•     Collaborate with various departments to forecast and plan for workforce needs, ensuring optimal staffing levels are maintained

•     Work with financial teams to develop and manage budgets related to workforce expenses, including staffing levels, training, and technology

•     Establish and monitor key performance indicators (KPIs) related to workforce management, regularly reporting on metrics to leadership

•     Implement effective recruitment and retention strategies, ensuring the organization has the right talent in the right roles

•     Oversee the implementation and optimization of workforce management tools and technologies to enhance efficiency and accuracy

•     Collaborate with HR and training departments to design and implement programs that enhance the skills and capabilities of the workforce

•     Ensure compliance with labor laws and regulations, as well as internal policies and procedures related to workforce management

•     Lead and facilitate change initiatives related to workforce processes, policies, and technologies

•     Stakeholder Management

•     Reporting Suits Development

•     Respond to RFP/RFI

•     Proposing WFM Solution for prospect clients

 

Qualification

•     Several years of progressive experience in workforce management, operations, or related roles

•     Strong analytical skills to interpret data, analyze trends, and make data-driven decisions

•     Excellent communication and interpersonal skills to collaborate with different departments and communicate effectively with employees at all levels

•     Proven leadership abilities, including the ability to motivate and manage a team, drive change, and achieve results

•     Familiarity with workforce management tools, HRIS (Human Resources Information System), and other relevant technologies

•     Ability to think strategically and align workforce initiatives with overall business objectives

•            Strong problem-solving skills to address workforce challenges and implement effective solutions