Manager/Senior Manager/AVP - Workforce Management - eCommerce

We are hiring for Manager/Senior Manager(AVP) roles in Workforce Management for an Ecommerce Giant in Hyderabad location. The candidate should be from a BPO/ITES background.

Job Responsibilities :

- Manage workflow, handles escalations, proactively engage resources to address issues and effectively delegate workload across the teams.

- Solves complex customer support issues and proactively heads off negative service trends.

- Identifies root causes to improve accuracy and productivity.

- 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 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. Should be able to lead and manage a team of 5-10 workflow analysts and their performance

- Overall workflow experience of 8- 10 years along with 4-5 years of team management experience

- Should have knowledge of basic statistics, excellent analytical and mathematical skills

- Experience building and analyzing models using various RDBMS tools for optimization

- Experience with the Workforce Management tools

- Ability to handle business continuity plans

- Flexibility to work in 24- 7 environment