Senior Manager - WFM/MIS - International BPO

Senior Manager - WFM - MIS

Educational qualifications:

Graduate/Post Graduate with minimum of 6 years of work experience with in similar profile.

Preference: Statistical and analytical qualification

Database like SQL and other MI automation platforms

Basic Competencies:

- Analytical bent

- Customer Focus

- Resilience

- Self-Driven

- Team Work

- Basic understanding of Macros & MS Access preferred

- Proficient in MS Office

- Strong mathematical, analytical and organization skills

- Excellent knowledge of workforce management calculations, technologies and key performance indicators.

- Strong interpersonal skills and the ability to communicate with many different levels of employees

Operational support:

- Understand the nuances of the contract - from delivery as well as from a commercial implication perspective

- Create standardized reporting mechanisms and SOP's keeping in consideration the global standards and the customer requirements.

- Attend customer calls - Internal and External customers.

- Ensure alerts are provided to the business and executive - service performance, cost and revenue - deviations ahead of time

- Ensure necessary root cause analysis from service, costs and revenue aspects are shared and facilitate actions required to address them effectively

- Ensure alignment with financial projection

- Facilitate dashboards for senior management i.e. data sheet and presentations for WBR/MBR

- Management of various events and functions that may be defined in scope for specific businesses with may include content for various training, organization level updates

- Conduct audits for all process metrics including the reward and recognition scoring.

- Ensures that the reporting service delivered to the Client is in line with the contract and delivers in terms of timescale and accuracy

- Oversees analysis and actionable insight provided to the Operational leads and support functions enabling them to effectively deliver services to the Client

- Manages escalations related to MIS/WFM and follow through where necessary.

- Liaise with other departments, both internal and external.

- Analyses productivity metrics and inquiries into the causes of slippages

- Engage with client to build partnership and trust in the process of planning and its effective deployment for mutual business objectives while upholding the values

Financial:

- Ensuring accuracy of Costing & Revenue Reports for the process.

- Approvals on billing and invoicing with client

- Drive staff cost related metrics.

About the client:

The client is a - 5 bn. global outsourcing and business services company with 122000 staff across the globe servicing BFSI, Insurance, Retail, Travel, Transportation, Hospitality, Telecom, Healthcare, Utilities, Public Sector and Government. With delivery centers across the globe, their India presence is marked by 3 delivery centers in Mumbai, 3 in Chennai, 2 in Delhi