EXL

Assistant Vice President – Workforce Management

EXL

full-time

Posted on:

Origin:  • 🇿🇦 South Africa

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Job Level

Lead

About the role

  • Oversee/reviews the long term and short-term forecasts, schedules, and reports to ensure accuracy and timelines of delivery
  • Ensures workforce management process and procedures are in place and followed
  • Conducts performance appraisals of direct reports periodically
  • Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
  • Supports analysis of trending to adjust future planning
  • Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
  • Performs routine audits of call center reports to ensure accuracy and integrity is maintained
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions
  • Proactively collaborates with other departments both internally and externally to identify opportunities for improvement and provides input on performance
  • Ensures regular coaching, feedback and recognition is being done with the direct reports
  • Leads the Managers of Forecasters, Planners, Schedulers, RTAs and MIS supporting global operations across multiple clients and verticals
  • Serve as the primary WFM representative in senior client discussions, QBRs, and strategic planning sessions
  • Plan and execute strategic planning for future staffing needs and provide recommendations that support resource optimization and service level delivery
  • Analyze and make recommendations for business efficiencies and service deliveries in a multi-site omni channel environment
  • Drive continuous improvement optimizations for analytical and forecasting processes using workforce management tools and techniques
  • Manage the day-to-day service level delivery through forecasting, scheduling and workload optimization of all businesses in scope
  • Cultivate partnerships and relationships with key stakeholders and functional leaders both internally and externally
  • Serves as the main point of contact for all internal and external WFM escalations
  • Perform other duties as assigned for the effective implementation, maintenance, and continual improvement of the Workforce Management

Requirements

  • Candidate must possess at least a Bachelor’s/College Degree
  • 8 years minimum experience in Leading Workforce Management
  • Proven track record of leading WFM at scale across geographies, business units, or enterprise clients
  • Excellent skills in forecasting, scheduling and real-time time management a must
  • Strong organizational skills to ensure critical timelines are met
  • Accuracy, attention to details and strong presentation skills a must in this role
  • Detail oriented with ability to deliver project deliverables with little supervision
  • Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
  • Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
  • Demonstrate analytical, organizational, problem solving and creative thinking skills
  • Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
  • Flexible and willing to work in shift schedules and during weekends