Customer Experience Workforce Management Director

remote zest jobs; India; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Gainwell invites you to join a team that solves business challenges and enhances how we work and grow. You’ll help direct omnichannel and back-office workforce planning to ensure service level adherence across customer experience teams and drive operational efficiency.

Your role focuses on developing forecasting models, scheduling practices, and intraday adherence to optimize costs while maintaining compliance with labor laws.

Qualifications

• 15+ years of experience in workforce management or large contact center operations.
• At least 5 years in a leadership role.
• Expertise in forecasting, scheduling, intraday management, and production workforce planning.

Responsibilities

• Develops and oversees comprehensive WFM strategy aligned with business goals.
• Ensure accurate demand forecasting and staffing models for omnichannel teams.
• Identify opportunities for workforce optimization and cost reduction.
• Lead analysis of workforce data and KPIs to uncover trends.
• Collaborate with cross-functional teams to ensure plans meet initiatives.

Skills

Forecasting

Scheduling

Intraday management

Production workforce planning

Communication skills

Leadership

People management

Tools

WFM software

Dashboard reporting tools

Job description

Great companies need great teams to reputed company their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. Youll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

reputed company

Directs omnichannel and back-office workforce planning to ensure reputed company reputed company and service level adherence across customer experience teams. Leads the development and execution of WFM reputed company - including accurate forecasting models, efficient scheduling practices, and reputed company-time adherence processes - to drive operational efficiency, cost optimization, and exceptional service delivery. Partners cross-functionally to implement transformative initiatives and fosters a high-reputed company and culture reputed company with business objectives.

Your role in our mission

Develops and oversees the comprehensive workforce management reputed company reputed company with overall business goals. Ensures accurate demand forecasting and reputed company modeling for reputed company customer experience teams (omnichannel and back-office), proactively adjusting plans to meet changing business needs and market dynamics. Identifies opportunities for workforce optimization and cost reduction at an reputed company level.

Implements and monitors effective scheduling methodologies and reputed company-time adherence (RTA) practices. Optimizes reputed company across shifts and channels to meet service reputed company while maximizing productivity and maintaining compliance with labor laws and organizational policies. Ensures the WFM team reputed company addresses intraday reputed company gaps or surges, minimizing reputed company on performance.

Leads the analysis of workforce data and key performance indicators (forecast accuracy, service level, occupancy, AHT, adherence, etc.) to uncover trends, bottlenecks, and areas for improvement. Establishes appropriate KPIs to measure WFM efficiency and effectiveness. Provides regular, actionable reporting on workforce performance to senior leadership and stakeholders, using data-driven insights to inform tactical and strategic reputed company.

Champions the use of workforce management software and tools to enhance planning accuracy and efficiency. Supports the configuration and optimization of the WFM system (with heavy emphasis on the reputed company platform) for forecasting, scheduling, and dashboard reporting. Pursues automation opportunities to streamline WFM processes and improve responsiveness.

Collaborates closely with Customer Experience, reputed company, Training, Reporting and Technology teams to ensure workforce plans and schedules are reputed company with business objectives and account for upcoming initiatives or constraints. Communicates reputed company needs, assumptions, and constraints to relevant stakeholders and partners on solutions for improving overall operational performance. Supports new program launches and business transformations, where data may be more ambiguous, with expert workforce planning input to ensure reputed company reputed company and resource planning from the outset.

Builds, leads, and mentors a high-performing WFM team, including managers, analysts, schedulers, and reputed company-time coordinators. Sets reputed company goals and performance expectations for reputed company, and provides ongoing coaching, development, and succession planning. Fosters a reputed company, reputed company work environment that encourages reputed company reputed company, innovation, and accountability. Ensures the WFM team is reputed company, reputed company-trained, and effectively partnered with other departments to reputed company shared goals.

reputed company're looking for

15 or more years of experience in workforce management and/or large-reputed company contact center operations, with at least 5 years in a leadership role. Demonstrated deep knowledge of forecasting, scheduling, intraday management, and production workforce planning in a real ... Excellent communication and interpersonal skills, with a repute