DGM - Work Force Management

2COMS Consulting Pvt. Ltd.
  • Gurgaon
  • Confidential
  • 10-18 years
  • 12 Oct 2016

  • Operations

  • BPO/ ITES/ Call Centers
Job Description


Min work experience:10 years in BPO

Key Responsibilities:

Responsible and accountable for Defining & Developing Process Strategy, Tools, & Solutions for delivery of real Time Objectives
Design measurement and audit mechanism Design measurement / audit mechanism to periodically gauge the health of WFM processes
Design and Implement Complaint Management system for continuous improvement in WFM practices
Design & implement the VOC process to measure effectiveness of the WFM function
Plan & facilitate Integration of Global WFM teams as per the defined roadmap
Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM function
Responsible for tracking of the high impact projects to closure
Responsible for Creation and maintenance of repository of various WFM profiles as per the changing organizational requirements
Facilitate development of WFM employees through effective certifications in WFM University

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About Organisation

2COMS Consulting Pvt. Ltd.