Assistant Vice President

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Essential Duties & Responsibilities:

Responsible for Workforce Management & Service Delivery to Internal & External Customers

Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops.

Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform. Serves as a checkpoint and reviewer of WFM processes, practices and output.

Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.

Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor.

Develop processes, scorecards and performance plans for effective team management.

15+ years in Workforce Management in a multi-site, multi-client, BPO environment.

2 years as Sr. Manager handling multiple programs of various sizes and complexities.

Skills Requirements:

• Develop and implement workforce strategies aligned with the organization's goals and objectives

• Conduct analysis of workforce trends, productivity, and efficiency to identify areas for improvement

• Collaborate with various departments to forecast and plan for workforce needs, ensuring optimal staffing levels are maintained

• Work with financial teams to develop and manage budgets related to workforce expenses, including staffing levels, training, and technology

• Establish and monitor key performance indicators (KPIs) related to workforce management, regularly reporting on metrics to leadership