Job Title

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.To know more about Firstsource please visit our website ResponsibilitiesStrategic:- Develops, supports, and drives strategic objectives of the workforce management organization on behalf of multiple business units and in alignment with enterprise goals. - Forms effective partnerships with various contact center operations, business unit leadership, and corporate support functions to understand and address organizational staffing requirements. - Ensures development and execution of organizational and site level long term forecasts and workforce budgets. - Identifies technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects. - Ensures development and continuous improvement of organizational report structure – supporting client, marketing, pricing, analytical and daily operations reporting requirements. - Ensures national contact center and other supported service operations achieve required service level, cost targets, and overall performance metrics through development and implementation of optimal recruiting and staffing processes. - Develops, communicates, and continuously assesses position requirements for direct reports; coaches colleagues to improve individual and team performance against established metrics. - Identifies opportunities to enhance scheduling efficiency and increase colleague effectiveness in response to changing business needs and client segment requirements. - Communicates with executive management regarding long and short term forecasts, impact of procedural and process changes, and other staffing and operational effectiveness issues. - Initiates and implements enhanced workforce management practices for the organization including direction of multi-site service center workforce management functions, scheduling administration; and provides support, direction, and development of direct reports.Operational:- Ensure planning function works towards maximising revenue from operations. - Give timely inputs to maximise revenue and optimise cost. - Manage WFM function within the budget. - Proactively reduce WFM cost. - Leverage COE at low cost geographies to lower operating cost without compromising on output quality. - Provide budgetary inputs to the finance team. - Actively participate in annual & quarterly budgeting process. - Ensure high eVOC / iVOC scores. - Engage with clients / internal customers for value adds. - Act as consultant for the clients / internal customers. - Represent WFM during client visits. - Showcase WFM capability to clients as and when required. - Provide geography specific inputs for new solution design. - Ensure that all new projects GO-Green from WFM perspective in the geography.DisclaimerFirstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @ email addresses.