Director of Workforce Management

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

To know more about Firstsource please visit our website

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.

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.
• 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.

Disclaimer

Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.