workforce Management expert - bpo/ites (6-14 yrs)Green Tree Advisory Services Pvt. Ltd
Salary: Agreement
Work form: Full time
Posting Date: 11/11/2025
Deadline: 10/12/2022
Essential Functions :
- Manage the WFM Team
- Acts as back up to the WFM Senior Manager / AVP
- Provide effective coaching and feedback to the Assistant Managers and/or WFM Senior Executives to enable them to improve their performance
- Serves as a subject matter expert and mentor the team regarding Capacity Planning, Forecasting and Scheduling, and Real Time Queue Management standards, quality of outputs, problem resolution and critical thinking
- Articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance
- Provides recommendation on balancing staffing requirements with operational efficiencies and financial goals
- Review and Ensure Staffing Plan for all Process is current and Updated
- Adheres and complies to the company policies and procedures, external regulations and information security standards
- Communicate expectations, balance workload, monitor efficiency and initiate control measures to minimize variances in workload over time
- Drive Process improvement within the team. Identify areas for improvement, scope projects and involve relevant others.
- Create a positive work environment by acknowledging team contribution, soliciting inputs and offering personal assistance, when needed
- Establish an environment and work style that promotes the concept of teamwork
- Responsible and accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
- Handle internal client feedback and escalations
- Client interaction, where required at the level of Supervisors
- Documented monthly performance review of Assistant Managers and WFM Staff
- Review Process KPI's on a near term basis and develop recommendations for plans on improvement in performance
- Other task/s delegated by the direct supervisor to effectively do his/her task as the Manager.
IIM Jobs
- Manage the WFM Team
- Acts as back up to the WFM Senior Manager / AVP
- Provide effective coaching and feedback to the Assistant Managers and/or WFM Senior Executives to enable them to improve their performance
- Serves as a subject matter expert and mentor the team regarding Capacity Planning, Forecasting and Scheduling, and Real Time Queue Management standards, quality of outputs, problem resolution and critical thinking
- Articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance
- Provides recommendation on balancing staffing requirements with operational efficiencies and financial goals
- Review and Ensure Staffing Plan for all Process is current and Updated
- Adheres and complies to the company policies and procedures, external regulations and information security standards
- Communicate expectations, balance workload, monitor efficiency and initiate control measures to minimize variances in workload over time
- Drive Process improvement within the team. Identify areas for improvement, scope projects and involve relevant others.
- Create a positive work environment by acknowledging team contribution, soliciting inputs and offering personal assistance, when needed
- Establish an environment and work style that promotes the concept of teamwork
- Responsible and accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
- Handle internal client feedback and escalations
- Client interaction, where required at the level of Supervisors
- Documented monthly performance review of Assistant Managers and WFM Staff
- Review Process KPI's on a near term basis and develop recommendations for plans on improvement in performance
- Other task/s delegated by the direct supervisor to effectively do his/her task as the Manager.
IIM Jobs
Other Info
India Philippines
Permanent
Full-time
Permanent
Full-time
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Green Tree Advisory Services Pvt. Ltd
About the company
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