Deputy General Manager - Workforce Management - BPO (10-25 yrs)

Deputy General Manager - Workforce Management

Job Description:

Desired skills and qualification:

- Responsible for directing, planning, organizing, and coordinating all aspects of WFM functions across all geographical locations.

- This role will lead a team of WFM leaders and professionals in centralized WFM shared production centers, coordinating people, processes, and technology to exceed client expectations, strengthen and grow relationships, and foster continuous improvement.

- Work environment: The work environment should be incompliance with the Clean Room Policy set forth by the Company. They must agree to comply with all company policies and procedures regarding the safekeeping of confidential information.

- Physical demands: This requires working in a fast pace while ensuring accurate and timely execution.

- Work demands: The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.

Duties & Responsibilities:

- Manage and oversee the WFM functions to ensure all operational metrics or KPIs are met or exceeded.

- Identify and implement opportunities for cost reduction, efficiency improvement, and service enhancement.

- Work with senior management and global teams to align WFM strategies with business objectives and customer needs.

- Analyze historical trends and future projections to create accurate and efficient forecasting, scheduling, and staffing plans for the region.

- Work with global WFM team to implement and monitor workforce optimization programs and best practices to ensure innovation, standardization, and compliance across all divisions.

- Provide coaching, feedback, and training to the WFM team and foster a culture of continuous improvement and excellence.

- Communicate effectively with internal and external stakeholders and resolve any issues or escalations in a timely and professional manner.

- Prepare and present reports and insights on workforce performance, productivity, quality, and customer satisfaction.

- Drive strategies to provide optimized service to the client.

- A solid leader who takes a personal sense of responsibility for group performance, handles multiple simultaneous projects, and has a strong work ethics working under minimal supervision, completes special projects as needed.

- Build strong relationships based on mutual trust and respect, while developing and maintaining effective communication lines between WFM and Operational leaders.

- Deal with complaints and dissatisfaction in regards to the workforce processes.

Qualifications:

- Minimum average of 10+ years or more of relevant working experience in Workforce Management and 5-6 years management or leadership experience in a large global call centre is a must.

- Minimum of 2 years of college education or a related degree is preferred.

- Possess quantitative, qualitative, and expert analytical skills to present concise, actionable insights, trends, and data. Ability to filter large amounts of complex information to identify meaningful patterns and trends.

- Expert knowledge of multi-user computer systems, proficiency in MS Office programs (Excel, Word, PowerPoint and Outlook) and WFM tools (e.g. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint).

- Effective operational proficiency in written and verbal Business English. Paired with expert communication skills, essential for delivering updates and recommendations to a wide range of individuals at different levels within the organization (Agents, Planners, Clients, Management Leads, and Executive Management etc.)

- Expert knowledge within general contact centre processes or procedures and operations along with a solid understanding of WFM fundamentals.

- Highly developed project management skills to ensure all tasks are completed and to adjust timelines as necessary to accommodate changes in priorities or deadlines.

- Proven track record in developing business models, evaluating key trends and assessing actual budget variances.

- Strong proactive and result-oriented collaboration skills, working with WFM senior leadership to develop policies, procedures, and training programs tailored to meet the department's needs.

- Ability to handle high-pressure situations and make prompt decisions with expert problem signalling and solving skills.

- A seasoned leader who exemplifies the role of a team player.

- Constructive management style based on cooperation and consensus, but powerful in achieving goals under time pressure.

- Exposure or experience working alongside high-level executives as well as client executives and comfortable managing in a matrixed organization.

Competency Requirements:

- Strategic Planning

- Conflict Resolution

- Executive Presence

- Change Management

- Persuasion and Assertiveness

- Financial Acumen

- Grit and Resilience

- Stakeholder Management

- Decision Making

- People Development