Job Description
OVERALL PURPOSE:
The Workforce Manager is responsible for managing the WFM and AP/QA functional teams
RESPONSIBILITIES:
Overall management of the WFM AP and QA cost structure and budget
To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos and tours
Responsible for looking for opportunities to expand the WFM AP and QA service offering into additional contracts
Responsible for delivery on all contracts / SLAs
Focus on driving down cost to serve and looking for opportunities to expand the shared services model
Drive industrialization of BST across all contracts
Increase automation, standardization and off-shoring strategy for WFM AP and QA
Provide direction to WFM team on cost to serve initiatives
Responsible for driving operational maturity across all WFM AP and QA groups
Responsible for any cross-geography status or functional reporting for WFM AP and QA
Drives innovation between all WFM AP and QA groups
Accountable for keeping the Standard Delivery Solution updated
Responsible for the development of resources under his/her span
Job Qualifcations:
8-12 years of relevant work experience in workforce management
5 years of managerial/leadership experience
Open to resources from any BPO industry
