Deputy Manager - WFM

10,000+ Employees

DEPUTY MANAGER - WFM

Roles and Responsibilities:

Client Engagement

Maintain client relationship through regular interactions, updates and reviews
Ensure client escalations/ issues are addressed appropriately within timelines with focus on reduction
Drive initiatives to reduce/ optimize cost, improve productivity, add headcount and thus incremental revenue
Finalize and sign off CPMs with the client

Delivery Management

Ensure SLAs and CPMs targets as defined and signed off with the client are met
- To maintain adequate staffing for all roles at all times to carry out the Operations
- To ensure span of control for all supervisory roles is maintained as per norms
Conduct regular reviews to ensure 100% numbers are met
Create and implement ways to improve productivity, by initiating lean six sigma projects

Financial/ Profitability

Provide domain expert opinion in case of any new RFP/RFI. Work closely with the Presales and Sales team
Occasionally meet new customers during site visit, floor walk
Showcase the existing capabilities both during internal and external forums

People Management

Devise and implement strategies to ensure attrition targets are met
Ensure touch time within the alignment through town halls, coffee sessions etc and address issues and concerns appropriately.
Focus on team development by identifying various opportunities for cross skilling, understanding aspirations, strengths etc. to provide appropriate guidance.
Work with WFM team to forecast manpower requirement to ensure adequate staffing and reduction of stress on floor.
Review performance of the team and ensuring it is meeting the set targets.
Ensure all people processes are carried out as per timelines and norms.

Must Have

Qualification

WFM application knowledge, Iex , Genesis, Aspect , etc.. Knowledge of Call center operation with respect to call management arrival pattern,
Relevant Experience - 8-10 years of relevant experience, with 3-4 years’ Experience as MLM
Graduate of any course