Location - Thane/Navi Mumbai
Qualification - Any Graduate
Experience - minimum 1 year experience as Sr Workforce Manager.
Job Responsibilities -
- Escalate contact center interruptions to appropriate Executive Leadership Staff in a quick timely fashion.
- Execute on budget forecasts and owns the development and implementation of staffing and metric models, reporting and analysis.
- Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.
- Train team members, managers, and trainers on the use of workforce planning tools.
- Communicate with management and operations team to ensure compliance with client and company dialing standards.
- Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately.
- Develop reporting processes, dashboards and presentations to fulfill senior leadership reporting needs.
- Collaborate to develop product marketing plans including market research, positioning, value proposition, and messaging that resonate with our target customers.
- Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
- Assist service line leaders with QC tracking and management.
- Work with VP of Program and other senior staff to implement organizations new strategic plan.
- Work with clients and use data to identify the changing skills workers will need, skills adjacencies, and craft learning and career path plans based on objectives
- Help teams design and craft ways for employees to learn and to roll out the continuous learning people need to perform effectively as organizations pivot at speed and scale.
- Assist management to design digital learning models that include using Artificial Intelligence for skills development and content curation.
Skills Required -
- Negotiation abilities and time management skills.
- A confident, natural leader and problem solver with demonstrated critical thinking and collaboration skills.
- Advanced understanding of business process analysis.
- Strong command of English language and good communication skills.
- Comfortable with Agile practices.
Salary - Upto 17 LPA
Contact - [email protected]
