Director - Work Force Management Information

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Inventurus Knowledge Solutions

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Director - Work Force Management

Job responsibilities: Lead forecasting, staffing and scheduling (FSS) for entire organization Set up a strong team for FSS managing all existing sites in India/US and future sites Forecast volumes (long and short term) for all processes in revenue cycle management (RCM) Project staffing requirements for each process and send requirements to recruitment team Ensure floor adherence to schedules RTM (real time monitoring) Accuracies for forecasting and staffing to adhere to COPC standards Publish appropriate reports on FSS Work with transition/operations/sales teams for new business staffing requirements/seat utilization, which are key inputs for pricing Identify and report exceptions to missing service levels/productive man-hours Desired Profile Minimum skills required: 12-15yrs of overall experience with last 5-8 yrs of FSS experience in BPO/telecom/ITES industry preferably should ve managed FSS for large data & blended (OB voice/data) processes Shouldve led FSS team (all elements of FSS) to COPC certification in the last 3-5yrs Shouldve managed large teams (10-30nos) Shouldve managed FSS across geographies/multi-site operation in India Familiarity with typical WFM tools IEX, Erlang etc. Excellent excel skills Familiarity with healthcare is preferred Experience 12 - 15 Years Industry Type BPO / Call Centre / ITES Role Head/VP/GM-Operations