Job Description

Job Title:

Job Description

• Set strategic direction and manages overall delivery of Capacity Planning, scheduling, and WFM related metrics of the accounts within the location.
• Stands as representative and Point of Contact for the clients they manage their business for the WFM part.
• Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements.
• Work with the onsite and offshore WFM team to provide Planning and scheduling requirements for each account.
• Responsible for driving achievement of resource planning metrics.
• Brief management on status of WFM functions and metrics.
• Coordinates with Operations (Operational Managers) DPE/ Account Management and Clients to ensure WFM processes and practices are in place and properly executed.
• Educating both their Direct reports and other functions stake holders about pre-defined process and procedures by Senior leadership of WFM.
• Identify and leverage best practices.
• Ensure effective use of resources and automated systems.
• Implements productivity and revenue increase by driving efficiency and other related initiatives.
• Act as escalation point to address and resolve WFM support matters for the program.
• Manage and ensure delivery of the executions of WFM plans, ensuring the onsite and offshore team is meeting deliverables and deadlines.
• Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling).

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