Deputy General Manager WFM

Responsible for directing, planning, organizing, and coordinating all aspects of WFM functions across all geographical locations. This role will lead a team of WFM leaders and professionals in centralized WFM shared production centers, coordinating people, processes, and technology to exceed client expectations, strengthen and grow relationships, and foster continuous improvement.

Work environment: The work environment should be incompliance with the Clean Room Policy set forth by the Company. They must agree to comply with all company policies and procedures regarding the safekeeping of confidential information.

Physical demands: This requires working in a fast pace while ensuring accurate and timely execution.

Work demands: The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.

Duties and Responsibilities:

• Manage and oversee the WFM functions to ensure all operational metrics or KPIs are met or exceeded.
• Identify and implement opportunities for cost reduction, efficiency improvement, and service enhancement.
• Work with senior management and global teams to align WFM strategies with business objectives and customer needs.
• Analyze historical trends and future projections to create accurate and efficient forecasting, scheduling, and staffing plans for the region.
• Work with global WFM team to implement and monitor workforce optimization programs and best practices to ensure innovation, standardization, and compliance across all divisions.
• Provide coaching, feedback, and training to the WFM team and foster a culture of continuous improvement and excellence.
• Communicate effectively with internal and external stakeholders and resolve any issues or escalations in a timely and professional manner.
• Prepare and present reports and insights on workforce performance, productivity, quality, and customer satisfaction.
• Drive strategies to provide optimized service to the client.
• A solid leader who takes a personal sense of responsibility for group performance, handles multiple simultaneous projects, and has a strong work ethics working under minimal supervision, completes special projects as needed.
• Build strong relationships based on mutual trust and respect, while developing and maintaining effective communication lines between WFM and Operational leaders.
• Deal with complaints and dissatisfaction in regard to the workforce processes.