Job Description
Plan, design, build, and deliver Workforce Management (WFM) activities and processes. Drive client discussions around requirements and develop solutions based on gaps in WFM processes. Own end-to-end reporting and MIS delivery across multiple projects, ensuring timely and accurate reporting. Develop workforce management strategies, performance metrics, capacity plans, forecasting, and scheduling activities aligned with service-level objectives.
Key Responsibilities
- Plan, design, build, and deliver WFM activities and processes.
- Drive client discussions on requirements and build solutions based on gaps in WFM processes.
- Own end-to-end reporting and MIS delivery for multiple projects.
- Ensure the timeliness and accuracy of all reports.
- Lead meetings and develop agendas to review performance and efficiency across functions.
- Provide transparency and instructions to teams regarding functional expectations.
- Identify and eliminate process redundancies for effective delivery.
- Develop strategies for redefining WFM goals based on client and business requirements.
- Lead the implementation of new technologies in operations.
- Design roadmaps for team-member development and prepare the team to scale based on requirements.
- Design and build performance metrics and establish benchmarks.
- Ensure timely and accurate delivery to customers.
- Develop reports and tools to provide daily and weekly visibility to senior management on run rate.
- Develop and implement workforce management strategies.
- Conduct capacity planning and workforce forecasting.
- Manage scheduling activities to meet service-level objectives.
- Analyze and optimize workforce performance metrics.
- Lead a team of workforce management specialists.
- Collaborate with cross-functional teams to align workforce strategies with business goals.
Required Skills
- Agile Methodology, Change Management, Client Relations, Collaboration Tools, Critical Thinking, Data Analytics, Executive Presence, Generative AI, People Leadership, Personal Effectiveness, Stakeholder Management, Storytelling.
Additional Requirements
- Qualifications: Bachelor's in Commerce, Bachelor's in Economics, Bachelor's in Finance, or Master's in Business Administration.
- Certifications: Certified Compensation Professional (CCP), Professional in Human Resources (PHR), Senior Professional in Human Resources (SPHR), or SHRM-SCP.
- Language: English required.
- Language Proficiency: Advanced – C1.