Vice President - Workforce Management - BPO/ITES

Vice President - Workforce Management - BPO/ITES

Roles & Responsibilities:

- Develop, support and drive strategic objectives of workforce management function on behalf of multiple business units and in alignment with company's goals

- Form effective partnerships with operations, business unit leadership to understand and address organizational staffing needs

- Create centralized forecasts and schedules with a single point of control over the entire network of projects inclusive of demand, capacity, supply modeling and recruitment plans

- Ensure development and continuous improvement of WFM reporting structure - supporting client, marketing, pricing, analytical and daily operations reporting requirements

- Initiate and implement enhanced futuristic workforce management practices for the organization in terms if work force productivity

- Develop, implement and manage practices to monitor WFM operations real time and thereby reduce client escalation thresholds

- Ensure capacity planning and recruitment planning to provide with the required manpower for production

- Finalize service level goals, pricing/contractual, individual KRAs and staffing related matrix

- Responsible for team development and their growth in the function

Preferred Educational Qualifications: MBA from a reputed college

Preferred Work Experience:

- Relevant years of workforce management experience in the BPO space

- People Manager - Proficient in people management

- Skilled in managing stakeholders and vendors

Competencies & Skills:

- Effective communication with senior management, cross- functional teams, and external stakeholders.

- Proficiency in data analysis to make data- driven decisions and optimize workforce operations.

- Demonstrates the capacity to strategize and exhibit profound business acumen to identify and cultivate strategic opportunities.

- Effective leadership and guidance for workforce management teams, including goal setting and performance management.

- Utilizing workforce management software and tools to improve scheduling, forecasting, and real- time management.

- Skill in managing workforce changes, transitions, and technology implementations effectively.

- Proficient in fostering partnerships with both internal and external stakeholders.

- Exhibits strong decision- making and problem- solving abilities.