Manager Global WFM

Job Description

Experience

Roles & Responsibilities

• As a Strategic Thinker : Candidate must be from a contact Centre (strong knowledge of call Centre matrix) domain. Suitable candidate will be handling and supervising day to day work of MIS team (5 to 7 MIS analyst). Generating and preparing MIS reports along with various adhoc reports as requested by management. Work closely with business stakeholder and data analysts, to present WFM call Centre matrix by comprehensive and effective visualization (e.g. Excel chart and PowerPoint slides) to best deliver the actionable insights to business users. Understand basic knowledge and methodologies of data analytics. A self-starter who is able to provide solution when needed. As a Partner with Clients/ Stakeholders : Investor Satisfaction : Ensure planning function works towards maximizing revenue from operations. Give timely inputs to maximize revenue and optimize cost. Proactively reduce WFM cost. Provide budgetary inputs to the finance team. Actively participate in annual & quarterly budgeting process. Customer Satisfaction : Engage with clients / internal customers for value add. Act as a consultant for the clients / internal customers. Provide geography-specific inputs for new solution design. Ensure that all new projects GO-Green from WFM perspective in the geography. Employee Satisfaction : Ensure high team morale. Ensure development of the second level of leadership. Ensure good work culture. Coach/mentor and upskill the team. Ensure learning and development of all team members.