Assistant Vice President
Assistant Vice President
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Job Description
Job Objective:
Heads a team of WFM Supervisors and/or WFM Analysts to support Operations
Essential Duties & Responsibilities:
Responsible for Workforce Management & Service Delivery to Internal & External Customers
Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops.
Directly manages WFM processes Client KPIs and Financial performance in a multisite multiplatform. Serves as a checkpoint and reviewer of WFM processes practices and output.
Takes ownership engages with Ops team and drives improvement/resolution by developing plans processes recommending solutions/strategies and ensuring .
Ensures efficient levels of staffing and occupancy optimizes the resources to maximize service level seat utilization while maintaining financial rigor.
Develop processes scorecards and performance plans for effective team management.
Key Metrics and Scorecard:
- KPI Scorecard (SL Line Adherence B2P/POP)
- Ops Feedback
- Supervisor Feedback
Job Specifications (Qualifications Skills and Experience)
Minimum Work Experience:
15 years in Workforce Management in a multisite multiclient BPO environment.
2 years as Sr. Manager handling multiple programs of various sizes and complexities.
Skills Requirements:
Develop and implement workforce strategies aligned with the organizations goals and objectives
Conduct analysis of workforce trends productivity and efficiency to identify areas for improvement
Collaborate with various departments to forecast and plan for workforce needs ensuring optimal staffing levels are maintained
Work with financial teams to develop and manage budgets related to workforce expenses including staffing levels training and technology
Establish and monitor key performance indicators (KPIs) related to workforce management regularly reporting on metrics to leadership
Implement effective recruitment and retention strategies ensuring the organization has the right talent in the right roles
Oversee the implementation and optimization of workforce management tools and technologies to enhance efficiency and accuracy
Collaborate with HR and training departments to design and implement programs that enhance the skills and capabilities of the workforce
Ensure compliance with labor laws and regulations as well as internal policies and procedures related to workforce management
Lead and facilitate change initiatives related to workforce processes policies and technologies
Stakeholder Management
Reporting Suits Development
Respond to RFP/RFI
Proposing WFM Solution for prospect clients
Qualification
Several years of progressive experience in workforce management operations or related roles
Strong analytical skills to interpret data analyze trends and make datadriven decisions
Excellent communication and interpersonal skills to collaborate with different departments and communicate effectively with employees at all levels
Proven leadership abilities including the ability to motivate and manage a team drive change and achieve results
Familiarity with workforce management tools HRIS (Human Resources Information System) and other relevant technologies
Ability to think strategically and align workforce initiatives with overall business objectives
Strong problemsolving skills to address workforce challenges and implement effective solutions
Required Experience:
Chief
Employment Type
Full-Time
