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Tata Consultancy Services - Workforce Management CoE Practice Head (15-18 yrs)

15-18 years

Mumbai, Pune, Navi Mumbai

Tata Consultancy Services - Workforce Management CoE Practice Head (15-18 yrs)

TCS

posted 4mon ago

Job Description

Job Summary:

- This person will lead and would be responsible for the overall management of our WFM CoE. This role is both an external and internal facing role.


- He/she will be responsible for developing, supporting and driving strategic objectives of the workforce management function and drive growth for the WFM offering.


- He/she should have a solid understanding of WFM fundamentals and a proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment.


- He/she will be responsible to take ownership of driving deployment of the WFM Toolkit.

Key Responsibilities:

- Work independently in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skill

- Developing a global strategy and process for WFM - will partner with internal stakeholders to define the WFM strategy for our Contact Centre Operations across different geographies.

- Defining best practices for WFM - will be the thought leader and subject matter expert defining the standard operating procedures for the WFM function.

- Developing a continuous improvement process - define, build and track WFM KPIs for assessing them against service levels and guiding the team on how to drive improvements in those metrics and service levels.

- Forms effective partnerships with all stakeholders and leadership to understand and address WFM planning requirements.

- Initiates and implements enhanced workforce management practices for the organization including direction of multi-site workforce management functions and provides support, direction, and development of direct reports.

- Works effectively within a team-based environment and maintains good internal and external client relationships.

- Ensures organizational alignment through cooperative development of individual and departmental objectives with operations management team and provides individual and organizational feedback on performance on a continuous basis.

- Understand the WFM Activities and capable to work on WFM tool in business or of an Excel TCS erlang / backlog Scheduler.

- Coordinate with Operations, HR, Recruitment, Training and Facilities across multiple locations to execute short term and long term capacity movements

- Mitigate capacity risks by identifying dependencies across multiple processes and locations. Clearly communicate dependencies and manage/track expectations.

- Demonstrated ability in developing and implementing new strategies and procedures.

- Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions.

- Liaise with relevant external bodies as appropriate

Desired Candidate Profile:

- 15+ or more of management experience and currently in a leadership role working in an MNC BPO driving Workforce Management / Capacity Planning and driving Planning initiatives across different sites.

- Hands on planning experience in a BPO and currently in a leadership role is mandatory

- Solid understanding of workforce management concepts.

- Proven experience in developing and implementing efficient workforce strategies

- Understanding of financial aspects - Pricing, P&L & budgets.

- Proven track record of building and leading workforce management teams / workforce management function.

- Strong business acumen and focus on operational excellence.

- Good communication skills, information analysis & interpret capability (ability to present detailed technical analysis, assumptions, and recommendations succinctly).

- Excellent problem solving, task prioritization, follow-up, and quick learning skills.


- Ability to work in a fast-paced, high-pressure environment with dedication, passion and motivation.

- Excellent oral and written communication, including presentation skills

- Leadership/management/motivational skills

- Exceptional multi-tasking and prioritization skills

- Project Management experience.

- Business Foresight - ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities

Professional Skills:

- Knowledge of WFM tools (indicative and not exhaustive list Verint, NICE , Avaya , Genesys , Aspect) in a multi-site environment

- Knowledge of multi-channel service center processes and operations

- Demonstrated skills with workforce management, reporting and executive level presentation


Functional Areas: Other

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What people at TCS are saying

4.0
 Rating based on 1 Practice Head review

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Tata brand, very good skill set of people, access to larger group of people globally, knowledge sharing

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Poor compensation, too much of freshers to handle, heavy workload, sometimes bad managers

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Practice Head salary at TCS

reported by 7 employees with 15-20 years exp.
₹21.1 L/yr - ₹79.4 L/yr
22% more than the average Practice Head Salary in India
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What TCS employees are saying about work life

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84%
Flexible timing
Monday to Friday
No travel
Day Shift
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TCS Mumbai Office Locations

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Mumbai, Maharashtra Office
Headquarter
Tata Consultancy Services, TCS House, Raveline Street, 21 DS Marg, Fort, Mumbai, Maharashtra 400001, IN Mumbai, Maharashtra
400001
Mumbai Office
Tata Consultancy Services Gateway Park Akruti Business Port, Road No. 13, MIDC Andheri, Mumbai Mumbai
400 093

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