Workforce Services Associate Manager

Skill required: Workforce Dialer - Workforce Management (WFM)



Designation: Workforce Services Associate Manager



Qualifications:Any Graduation



Years of Experience:10 to 14 years



What would you do?
The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits.



What are we looking for?
Strong sense of personal stake and urgency in day to day management.Ability to forge positive, objective relationships with Operations and Support teams.Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities.Appetite for challenges; driving projects, improvement opportunities, maturity models etc.Proficiency in basic arithmetic and statistical concepts and strong logical ability desired.Must demonstrate perceptive, thorough and decisive approach to problem solving.Provide Operations Director/Managers with input on possible resolutions and recommendations. Provide solutions to escalated issues and updates on account SLA concerns.Provide Operations Director/Managers with input on possible resolutions. Provide solutions to escalated issues and updates.This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her.Develop programs/modules/projects or other initiatives for WFM Team's development and efficiencyServe as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis and process improvement.Good Knowledge in Verint WFM toolGood Knowledge in Quality practices and frameworkThe Workforce Services Associate Manager should possess excellent communication and negotiation skills in coordinating with different functional heads / teams. This would include the Operations head / team, Finance team, HR team and other functions for all transactional and strategic requirements.


Roles and Responsibilities: The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.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 practicesParticipates in the action and strategic planning process that establishes annual objectives and goals for an organizationResponsible for delivery on all contracts / SLAsManages internal and external audit with processes and controls.Responsible for the development of resources under his/her spanPlease note that this role may require you to work in rotational shiftsParticipate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.


Qualifications

Any Graduation