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    Associate Director - Hyderabad, India - Live Connections

    Live Connections
    Live Connections Hyderabad, India

    1 week ago

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    Description

    Hi All,

    Hiring on Associate Director - Full Time/Permanent – Hyderabad Location

    Interested Applicants please share resumes to

    Client: Confidential

    Mandatory Skills: Work Force Management, volumes management, and / or forecast, 2 + years' experience in healthcare environment , forecasting, scheduling, and real-time management functions

    Experience: 16.0 Years & Relevant 8.0 Yrs into Work Force Management

    Notice Period: Immediate to 60 Days

    Mode of Work: Work from Office (hybrid)

    Work Location: Hyderabad

    Must Have:

    • We are looking for candidates specifically who are experience in BPO / Call Centre /Contact Centers ONLY
    • Looking for Candidates who are working in Hyderabad ONLY.
    • Candidates should be flexible to work in US Shifts
    • Its Work from Office

    Job Summary:

    This position is responsible for the performance of the forecasting, scheduling, and real-time management functions in a multi-site/skill-based environment. The incumbent will be assigned a portfolio of accounts and will be responsible for the development of Workforce Management (WFM) strategy and achievement of the customer expectations that relate to WFM.

    Role and Responsibilities:

    Direct the WFM team in monitoring and analyzing available data to ensure staffing and scheduling are optimally utilized and efficient

    Audit WFM Processes, identify opportunities for improvement, and consult with Operations and Program Management leadership to present action plans.

    Have a continuous improvement mind set to optimizing captive and vendor operations from an internal consultant like role

    Primary POC for client and driving budget optimizations for client leveraging existing environment

    Be the voice of WFM for all participating vendors in client's network

    Ensuring vendors are operating in client's best interests and maximizing productivity

    Bring thought leadership to the clients and team to help drive new innovation in WFM strategy

    Provide insight on performance and forward outlook on delivery compared to capacity and budget

    Responsible for establishing and clearly communicating departmental strategy to management team

    Provide feedback regarding tactical operations for department including budgeting, goal setting, and managing performance; following organization's policies and applicable legal requirements

    Determine and implement appropriate staffing and customer interaction guidelines for work team(s)

    Qualifications and Education Requirements:

    At least 8 years of experience in Workforce Management in operations: volumes management, and / or forecast, 4 + years of experience as Sr/WFM manager, Associate Director or equivalent

    2 + years' experience in healthcare environment

    Supported contact centers with agent HC greater than 5K

    Experience managing multiple vendors or working at multi-geo BPOs.

    Expert in multiple contact center technologies (Five9 preferred)

    Experience managing end-to-end workforce management, including RTA(GCC), scheduling, demand forecasting, and budgeting.

    Understands how to be successful in driving a best-in-class experience for stakeholders while maintaining competitive benchmarked ratio support models aligned to budgetary goals

    Consistently looking for optimization opportunities.

    Experience in driving consistent processes across multiple partners.

    Proven experience in process improvement and department improvements

    Demonstrated leadership skills with emphasis on collaboration, diplomacy, cooperative negotiation, and persuasion required to build cross-functional commitment to deliver intended results.

    Excellent communication skills, both verbal and written in English, including the ability to effectively communicate both internally and externally to all parties.

    Proven tactical skills with the ability to identify, connect and communicate opportunities that achieve objectives.

    Ability to adapt to change and implement quickly based on the overall direction and needs of the company.

    Able to adapt to changes in direction quickly and efficiently.

    Proficient in using MS Word and PowerPoint. Advanced in Excel

    Lean six sigma experience.

    COPC training

    Enhance reporting to help define root cause analysis and issue resolution.

    Interested Applicants please share resumes to

    Thanks & Regards,

    CH Praveen Kumar

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