Roles & Responsibilities

• This role is primarily responsible for managing Tech Mahindra Business Process Services (BPS) WFM Function in Philippines & other geos by deploying innovative WFM practices for BPO/KPO business.
• Closely work with Delivery Heads/Leads to identify opportunity to improve profitability of different accounts by the virtue of introducing automation/lean/six sigma approach.
• Identifying, onboarding, and developing WFM talent and leading a team of quantitative personnel.
• Applying thought leadership in applying WFM practices to enhance business value, insight, and control for an organization
• Providing subject matter expertise in the areas of Forecasting, Scheduling, Planning, Real Time Monitoring, MIS/Analytics and Solution for new business opportunities
• Working towards increasing the scope of Central Traffic Desk across multiple customer processes within the organization and create CTD as a showcase capability of the organization
• Understand the on ground challenges and work towards an innovative solution to mitigate the risk.
• Own the learning and grooming of WFM team members across geographies
• Ensure the deliverables meet the defined timelines with complete accuracy
• Demonstrate strong business understanding and suggest suitable solution for various business scenarios
• Core responsible area is to analyze the data /Reports of overall processes and strategize Planning and Forecasting. 
• Open to travel within and outside Philippines for consulting assignments up to 1 year

Any other tasks assigned by the immediate manager or as required by the business

Requirements 

Skills & Experience

• A minimum of 15 years of experience.
• Good verbal, written & presentations skills
• Good interpersonal skills to manage and closely work with cross-function teams
• Solution oriented/detail oriented individual who possess the traits to manage different teams across geographies
• A proven track record of leadership skills who leads from the front
• Proactive style of working and demonstrated Analytical skills
• Proven ability to multi-task while ensuring timelines are met with accuracy
• Demonstrated ability to quickly learn new systems and processes
• Experience across multiple verticals like Telecom, BFSI, Retail, Service Desk, Hi-Tech, Healthcare, Travel & Logistics
• Experience in managing WFM Function for Voice/Back Office/Email/Chat processes