VP/Director – WFM & Capacity Planning – Contact Centre/BPO (20-25 yrs)

– Will execute capacity ramp up and ramp down across Customer Service internal sites, drive productivity and cost efficiency by systematically challenging operations teams across multiple geographies.

– The ideal candidate will possess a strong analytical background that enables him/her to analyze and standardize workflow activities across his/her team.

– He/she will experience a wide range of problem solving situations, ranging from short term to strategic to decisions requiring use of data collection and analysis.

– The successful candidate possesses superb business judgment, with a track record of successful relationship management, with experience generating and managing plans, reports, and analyses.

-The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills.

– This person would be responsible for managing the team that executes to short/long term capacity plans by aligning actual staffing to forecasted requirement.

– He/she will be leading a team of analyst and managers spread across multiple countries and will be responsible for their performance in ensuring staffing accuracy in the internal network for service level delivery.

– Strong initiative, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow top-notch people.

– This will be a high visibility role and the candidate will have to interact with Senior leadership on a regular basis to keep them updated on the network and participate in strategic long term planning initiatives.

The successful candidate will:

– Work in lock-step with Operations, Capacity planning and leadership.

– Coordinate with Operations, HR, Recruitment, Training and Facilities across multiple locations to execute short term and long term capacity movements

– Mitigate capacity risks by identifying dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations.

– Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.

– Manage a team of Analysts and Managers.

Additional Skills required

– Ability to be a cost owner and drive cost effective measures in the department and across the organization

– Ability to manage and drive process related automation with technical team where needed

– Demonstrated ability in developing and implementing new strategies and procedures.

– Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions

Basic Qualifications

– At least 20 years or more of BPO/Contact Centre experience and currently working in an MNC BPO as VP / Director/ GM WFM (Workforce Management).

– Project Management experience

Preferred Qualifications

– Expertise in the use of technical/statistical tools to drive process improvements

– Capacity planning experience

Interested candidates can call us @ 040-40101210/9866001402


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