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Sr Manager WFM

8.00 to 12.00 Years   Bangalore   27 Mar, 2020
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryRetail
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

Sr. Manager WFMYears of Experience Desired: 8+ yearsAs Sr. Manager of WFM you ll be responsible for ensuring best in class service to our guests. With dynamic and sophisticated forecasting, scheduling, real time management and reporting models you will balance service level and team member efficiency while handling 20-25 million contacts annually.Manage long term and short term planning process to deliver service and performance.Drive reliability and ongoing improvement through collaboration and process transparency.You will lead a team and work closely with service center leadership teams and support partners to analyze, recommend and implement solutions to improve service center efficiency and/or the guest experience.Develop and institutionalize WFM best practices in partnership with other leaders in SCSO while providing subject matter expertise to leadership regarding WFM strategies and initiatives.Strong partnership and collaboration with other support areas including, Finance, HR,OPT, DSA, Corporate Security and across SCSO to ensure forecasting, scheduling and real time needs are met and well communicated.Job duties may change at any time due to business needs.About you:Bachelor s degree or more in any discipline.Minimum 8 years of supervisory/leadership experience in Service center, Financial Services or retail services.Experience in developing operational process and expertise in workforce management capabilitiesDemonstrated ability to drive efforts from concept to implementation and influence across all levels of the organizationStrong critical thinking, problem solving, and analytical acumenSuperior communication, relationship building and organizational skillsAbility to flex shift schedules to meet the demands of the business; open to domestic and international travel as required,

Keyskills :
schedulingcareer development deliveryperformance analysis pricingsubject matter expertise guest serviceservice level

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