Group Manager - Wfm

Job DescriptionRole description: Managing end to end workforce related activities for account.Internal and external stakeholder management.Managing governance for team, performance discussion, feedback, etc.Management for other activities i.e.
P & L, Budgeting, Invoicing, Audits and workforce transition etcProcess related experience:Hands on experience in Forecasting, Planning, SchedulingAble to work on MS-Office –Excel, Word & PPTsHas worked on at-least one WFM tool like IEX, Aspect, Blue-Pumpkin etc.Exposure to at least one of the Voice ACD tools like Avaya CMS, Nortel, Genesys etc.Excellent verbal & written communication & presentation skillsGood Interpersonal & people management skills with problem solving approach.Aware about COPC Certifications/Audits.Hands on experience in Invoicing.Aware of Quality tool LEAN, Six-Sigma.
Preferably Lean and Green belt certifiedDemonstrate Customer Service Skills.Responsible for managing team or can be an Individual Contributor RoleEnsure accuracy and timeliness of deliverables for the respective Vertical/Accounts aligned.Assist Operations and Client in Forecasting & Capacity Planning needs.
Resolving First-level escalations & assess customer's needsMotivating Team through effective management, career development.Analysis of reports including process dashboards & initiate appropriate action plans.Supporting the Ops/Stake holders on internal and client calls, ensuring value-added inputs are shared.Ensure effective planning of Volumes, Resources (Capacity planning and staffing.
Maintains customer-oriented approach and focus on key deliverable areas.QualificationsExperience:5-7 year and Above in the WFM function at a management levelEducational Qualification: Any Graduate/Post Graduate minimum of a Grade 12Additional InformationUS Night Shift