About the role
Role Overview:
- Provide leadership and management to program staff and the primary care sector as it relates to workforce development.
- Contribute strategic development and partnerships relating to workforce development
- Provide leadership for the development of a workforce strategy
- Provide advice to internal stakeholders relating to workforce development
Required Skills and Experience:
- Demonstrated people management experience.
- Experience working in the BPO industry including a sound understanding of the issues facing primary care workforce.
- Demonstrated ability to lead a project including development of business case, program planning, budgeting, implementation and evaluation.
- Ability to build, develop and sustain positive partnerships and productive working relationships with all levels of stakeholders (internally and externally), with a commitment to customer service.
Stakeholder Management
- Oversee, manage and monitor Workforce Development activities.
- In conjunction with the executive management, participate in key stakeholder engagement.
- Provide strategic direction to program staff to engage stakeholders effectively and develop strong partnerships
WFM Process: Responsibilities
Good Knowledge of agent scheduling and on floor staffing activity planning
Should be able to coordinate with operations Managers and Leads
Communicate effectively and close looping with the operations in case of observations
Updating status in internal as well as client tools
Meet process expectations with high-quality standards and adherence to SLAs
Sense of ownership to complete the task satisfactorily
Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.
Prepare Agent schedules and Daily adherence plans
Prepare various Ops production reports
Perform RTM role independently
Manage Breaks and Resource availability on the floor