DGM - Workforce Management - BPO

KEY RESPONSIBILITIES:

- Responsible and accountable for Defining & Developing Process Strategy, Tools, & Solutions for delivery of real Time Objectives

- Design measurement and audit mechanism Design measurement / audit mechanism to periodically gauge the health of WFM processes

- Design and Implement Complaint Management system for continuous improvement in WFM practices

- Design & implement the VOC process to measure effectiveness of the WFM function

- Plan & facilitate Integration of Global WFM teams as per the defined roadmap

- Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM function

- Responsible for tracking of the high impact projects to closure

- Responsible for Creation and maintenance of repository of various WFM profiles as per the changing organizational requirements

- Facilitate development of WFM employees through effective certifications in WFM University