VP – Workforce Management (BPO)

Job Location: Mumbai, Bengaluru, Hyderabad, Chennai, Gurgaon
Role Description: The role is responsible for providing strategic direction and leadership for all functional areas within enterprise Workforce Management. The VP is responsible to initiate, implement and effectively manage advanced workforce planning and optimization practices across Business Units. The role is also responsible to utilize automated workforce tools to ensure organizational performance requirements and client specific service commitments are met.
Roles & Responsibilities
Develop, support and drive strategic objectives of workforce management function on behalf of multiple business units and in alignment with 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
Expected/Key Results:
Improve cost management with a focus on achieving an efficient budget-to-spend ratio.
Attain productivity and efficiency targets.
Enhance revenue and reduce costs.
Enhance or achieve process efficiency through the effective use of technology and analytics, leading to reduced turnaround times, lower costs, improved productivity, and enhanced user experience scores.
Building and sustaining client relationships.
Foster and maintain strong client relationships.
Build sustainable and relationship with internal stakeholders.
Focus on people engagement and development, which includes employee retention, skill development, and succession planning for the function or team.
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.
Dedicated to driving excellence in all aspects of work.
Embraces a collaborative and consultative approach in interactions.
Effective leadership and guidance for workforce management teams, including goal setting and performance management.
Understanding the organization's industry, market, and competition to make informed workforce management decisions.

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