DGM - Workforce Management - BPO

DGM - WFM

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

Skills Required :

- Fundamentally a strong people manager & mature leader

- Excellent communication skills

- Thought leadership

- Outcome focused, with clarity in thinking

- Strong ownership and can-do attitude, dealing with ambiguity

- High IQ and EQ