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Deputy General Manager - Work Force Management

First source
1 Openings • Deadline 02 Jan 2022
About the job


  • You will consult with local managers, project managers and other key players to define WFM requirements to meet program metrics.
  • You will compile and interpret statistical information to calculate and project staffing requirements of department.
  • Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting.
  • You will proactively build strategies to meet near term and future staffing requirements and also meet the budget goals of the business.
  • Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.
  • Drive and own the oversight from WFM prospective of client KPI as well as internal efficiency delivery, while keeping all stakeholders engaged

Qualification & Skillsets Required

  • Skill and commitment in providing an exceptional customer experience
  • Strong verbal and written communication skills and ability to communicate with all levels of the organization
  • Knowledge of BPO /KPO industry and best practices, plus knowledge of WFM metrics, forecasting, staff planning, and scheduling
  • Knowledge of Healthcare back office operations and core KPI’s.
  • Knowledge of PC applications, including database software, spread sheets, and workforce Management software; ACD and telecom knowledge will be helpful
  • Knowledge of back office WFM Tools, workflow applications as well as understanding of various lines of businesses supported by WFM functions
  • Ability to interact effectively with all levels of management and customers
  • Ability to be flexible and quickly adapt to changing business needs and processes
  • Ability to motivate and mentor team; presenting new opportunities and challenges for additional development
  • Ability to think analytically and logically
  • More than 12 years of total and 6+ years of WFM experience in a multi-site environment with global footprint
  • Proven track record of successful client engagements and growth
  • Multi-geography, multi-vendor, multi-client support experience


Must have and nice to have:

  • FM technical and process knowledge
  • Must understand IEX, Verint and Genesys WFM suits
  • Other WFM application experience preferred but not required
  • Proven track record of people and process development
  • LEAN / Six-sigma green belt certification / methodology (Black Belt Certification preferred)

COPC Certification preferred

  • (Equivalent profile accepted)
Skills Required

Workforce management

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Fulfillment Required
Job Type


Job Location

Bangalore, Chennai

Work Experience

12-14 years


Rs. 14-16 Lacs

Functional Area

Strategy/ Management Consulting/ Corporate Planning

Industry Type


Published On

02 Dec 2021

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