Work Force Management Professional @ Wipro

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

Role: Work Force Management.

Shift-24*9(Night)

Experience- 2-3 yrs of exp in similar kind of work

Roles & Responsibilities:

. Good working knowledge of computer i.e., MS-Office.

. Excellent verbal & written communication & presentation skills.

. Good Interpersonal skills with problem solving approach.

. Expert knowledge of service procedures

. Good analytical skills for MIS, number crunching & reporting to internal & external customers.

. WFM Tools Competency.

. Demonstrated Customer Service Skills.

Skills Required:

Responsible for real time operations management, scheduling, and adherence

Analysis of scheduling outputs.

Preparing monthly reports for individual accounts.

Preparing forecasts for volume, productivity and shrinkages.

Maintain headcount planners.

• Drive performance of the team on the identified metrices of the process
  • Review last 6-8 weeks performance data (RAG) and identify low performers
  • Provide feedback and coach the outliers/ low performers to improve their performance metrices
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
  • Handhold the employees on performance on process and monitor for improvements
  • Identify training needs for new joiners especially and track their daily progress
  • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the clients end

• Stakeholder Interaction & Management
  • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
  • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
  • Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
  • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
  • Provide timely assistance in case of an escalation and support resolution of escalations/ issues

• Effective Team Management
• Resourcing
  • Hire adequate and right resources for the team
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition
  • Drive diversity in leadership positions
• Performance Management
  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team