Manager WFM

As a Manager, you manage day-to-day operations of aligned account/ queue/ process. You also meet SLAs, CPMs and productivity matrix. He also achieves cost optimization and client satisfaction through effective people management

Roles and Responsibilities

Client Engagement
- Maintain client relationship through regular interactions, updates and reviews
- Ensure client escalations/ issues are addressed appropriately within timelines with focus on reduction
- Drive initiatives to reduce/ optimize cost, improve productivity, add headcount and thus incremental revenue
- Finalize and sign off CPMs with the client

Delivery Management
- Ensure SLAs and CPMs targets as defined and signed off with the client are met
     o To maintain adequate staffing for all roles at all times to carry out the Operations
     o To ensure span of control for all supervisory roles is maintained as per norms
Conduct regular reviews to ensure 100% numbers are met
Create and implement ways to improve productivity, by initiating lean six sigma projects

Financial/ Profitability
- Provide domain expert opinion in case of any new RFP/RFI. Work closely with the Presales and Sales team
- Occasionally meet new customers during site visit, floor walk
- Showcase the existing capabilities both during internal and external forums

People Management- Devise and implement strategies to ensure attrition targets are met
- Ensure touch time within the alignment through town halls, coffee sessions etc and address issues and concerns appropriately.
- Focus on team development by identifying various opportunities for cross skilling, understanding aspirations, strengths etc. to provide appropriate guidance. 
- Work with WFM team to forecast manpower requirement to ensure adequate staffing and reduction of stress on floor. 
- Review performance of the team and ensuring it is meeting the set targets.
- Ensure all people processes are carried out as per timelines and norms.

Education

Min Graduate (Post graduate additional)

Knowledge

Must Have
- Understanding of Operations levers, Delivery & BPS industry
- Very strong domain knowledge
- Industry knowledge, competitors knowledge
- Operations management
- Financials, P&L

Experience

Must Have
WFM application knowledge, Iex , Genesis, Aspect , etc.. Knowledge of Call center operation with respect to call management arrival pattern,

Relevant Experience 14+ years of relevant experience, with 3-4 years’ Experience as MLM

Behavioural Skills and Attributes

- Client Management Skills, Customer Centricity
- People/Team Management Skills
- Analytical skills
- Excellent Communication Skills
- Problem Solving
- Decision Making
- Has the ability to make complex judgements and solutions based on analytical thought and selecting complex alternatives