Responsibilities:

Strategic: •Develops, supports, and drives strategic objectives of the workforce management organization on behalf of multiple business units and in alignment with enterprise goals.

• Forms effective partnerships with various contact center operations, business unit leadership, and corporate support functions to understand and address organizational staffing requirements.
• Ensures development and execution of organizational and site level long term forecasts and workforce budgets.
• Identifies technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects

. • Ensures development and continuous improvement of organizational report structure supporting client, marketing, pricing, analytical and daily operations reporting requirements.

• Ensures national contact center and other supported service operations achieve required service level, cost targets, and overall performance metrics through development and implementation of optimal recruiting and staffing processes.
• Develops, communicates, and continuously assesses position requirements for direct reports; coaches colleagues to improve individual and team performance against established metrics
• Identifies opportunities to enhance scheduling efficiency and increase colleague effectiveness in response to changing business needs and client segment requirements.
• Communicates with executive management regarding long and short term forecasts, impact of procedural and process changes, and other staffing and operational effectiveness issues.
• Initiates and implements enhanced workforce management practices for the organization including direction of multi-site service center workforce management functions, scheduling administration; 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.

Operational:

• Ensure planning function works towards maximising revenue from operations
• Give timely inputs to maximise revenue and optimise cost
• Manage WFM function within the budget
• Proactively reduce WFM cost
• Leverage COE at low cost geographies to lower operating cost without compromising on output quality.
• Provide budgetary inputs to the finance team
• Actively participate in annual & quarterly budgeting process. Customer Satisfaction:
• Ensure high eVOC / iVOC scores
• Engage with clients / internal customers for value adds
• Act as consultant for the clients / internal customers
• Represent WFM during client visits
• Showcase WFM capability to clients as and when required.
• 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 second level of leadership
• Ensure good work culture
• Coach / mentor and upskill the team
• Act as coach for conflict resolution within the team and cross functional teams
• Promote Firstsource culture
• Ensure learning and development of all team members

Role: Strategic Management - Other

Industry Type: BPM / BPO

Department: Strategic & Top Management

Employment Type: Full Time, Permanent

Role Category: Strategic Management

Education

UG: Any Graduate

About the company

Firstsource is purpose-led and people-first. We create value for our global clients by elevating their customers’ experience at every interaction, be it a call, click, tap, message, or chat. Delivering a great experience to clients starts on the inside – by connecting every Firstsourcer to the role’s purpose. We upskill our people in new-age technologies and focus on supporting their physical, financial, and mental well-being. The result? Everyone aligned to our ‘Digital First, Digital Now’ strategy, our north star, where we pair technology and human touch. Our work focuses on simplifying complex business processes to help our global clients be more efficient, save money and execute brilliantly.