Job Description

SM/DGM/VP - Mumbai

Please find below JD of this position

Responsibilities

• 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

• Strong verbal and written communication skills and ability to communicate with all levels of the organization
• Knowledge of US Mortgage BPO /KPO industry and best practices, plus knowledge of WFM metrics, forecasting, staff planning, and scheduling
• 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
• 13-16 years of overall experience with 6 Yrs of US Motgage and 5+ 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
• WFM technical and process knowledge