Hiring for Opening for Workforce Management- SDM Bengaluru for Exp. 4 - 8 Years at Global Hunt India (Bangalore Job)
(Not Shown) (Please mention IndiaDynamics.com when contacting)
Job Description:This is an excellent opportunity to work closely with a diverse range of businesses globally in a challenging role that will see you drive success . DUTIES: Manage the delivery and allocation of skilled resource across the IN Captive and Partner Contact Centers, to ensure that area service targets are achieved in the most cost effective way, while delivering an exceptional Seller Experience. Provide consistent communication between the Real Time Team, Operational Team Managers and Site Leaders, so that any service issues are highlighted, recommendations made and targets achieved through sensible negotiation and prioritization across the Operation Work with Operational Management to design and agree service protection strategies, ensuring buy in and commitment at all levels allowing the Real Time team to support the Seller Experience at all times Manage on the day and short term off line requests, while still achieving Service Level targets To complete measurement and analysis of key data to ensure that trends are understood and proactively highlighted so as to aid decision making and drive positive change to enhance service delivery Effectively communicate information and data to all interested parties across the business, being able to influence decision making basedon solid data and analytics Design and develop new ways of working with the back office areas to support best in class real time management Work closely with the Forecasting and capacity planning to devise Scheduling plan and review processes Liaise with Operations on service delivery issues, taking corrective action to meet service level goals or to increase productivity Chair daily meeting with Operations to review performance, forecast accuracy and sickness levels and to devise an action plan as necessary for the current day/week. Identifying the reasons for failure of any SLA and Support Ops with OT requirements by ensuring a process is implemented and followed Facilitate and implement solutions with the rescheduling and optimization of exceptions, to minimize impact on the floor and to mitigate hotspots and maximize availability Support RTA analyst to maximize performance by coordinating TLs to react appropriately during busy periods Forecasting and Scheduling Expertise Root cause analysis and daily / weekly update to leadership team. This role requires a proven ability to work with teams in multiple locations across the globe, therefore previous experience managing service level delivery across multiple locations is essential.