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Sr. Workflow Manager

10.00 to 20.00 Years   Mumbai City   29 Feb, 2020
Transformplus
Job LocationMumbai City
EducationNot Mentioned
SalaryRs 18 - 24 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (International)Operations Management / Process Analysis
EmploymentTypeFull-time

Job Description

HiWe are looking for Sr. Workflow Manager.Relevant Experience as a Senior Manager WFM 1+yrs.No. of positions: 2Salary: 18-24 LPALocation : MumbaiShifts Window : UK / US / PhilippinesWeek Offs: Saturday & SundayPosition : Sr. Workflow ManagerJob Profile

  • People Management Lead and manage a team of 3-5 Workflow Managers and 35-45 Workflow Analysts; responsible for the overall direction and performance of the teams
  • Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding site/skill delivery targets
  • Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit
  • Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department
  • Carry out supervisory responsibilities in accordance with Company policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
  • Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments
  • Owner/co-owner for flexibility and efficiency related initiatives/goals at the site and responsible for initiating best practice sharing at a global level
  • Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
  • Drive creation of quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
  • Participate in business leadership (Directors& VPs) meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
  • Work to build and maintain customer/stakeholder trust
  • Solving complex customer support issues and proactively heading off negative service trends.
  • Identifying and eliminating root cause barriers to accuracy, productivity, and quality
  • Own productivity related updates for regular business reviews
  • Ability to stay focused and keeps up with our continuous and fast-paced growth
  • Ability to motivate others to meet the daily challenges of an extremely deadline-driven environment
  • Strong communication skills as well as a strong technical and analytical aptitude are required
  • Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service
  • Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment
  • Ability to be a cost owner and drive cost effective measures in the department and across the organization
  • Ability to manage and drive process related automation with technical team where needed
Must Know: Forecasting, Capacity Planning, Scheduling and Reporting,Service Level, Occupancy, Attrition, Shrinkage, Staffing IEX Tools AND manage a team of 3-5 Workflow Managers and 35-45 Workflow Analysts;Interested candidates can directly whatsApp me at below mentioned numbers availableOnly Text / WhatsApp me below details on VISHNU HR Dept@ 9322083802
  • Name
  • Mob No
  • Age
  • Total Experience
  • Do you have experience as Sr. Workflow Manager
  • Are you ready for Relocation
  • Can you join immediately
  • Last CTC
  • Exp Salary

Keyskills :
leadership capacityplanning seniormanagement scheduling realtimereports workflowmanagement teamhandling communicationskills fmmanager seniormanagerworkforce

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