Vice President

Position Title,

VP – WFM, BCM & DIG Vertical

Function

Reports to

Global Head of WFM

Permanent/ Temporary

Span of Control

Location

Duties & Responsibilities

• Lead, Manage and support Healthcare WFM teams across geographies.
• Support a rapidly growing organization with 6000+ staff spread across multiple clients.
• Own staffing & service level delivery while driving revenue and margin performance.
• Partner closely with leaders in Operations and Enabling functions on projects & initiatives.
• Perform periodic reviews within the WFM team and with internal & external stakeholders.
• Drive improvements, automation and analytics across our processes.
• Improve/implement dashboards & reports that inform and enable decision-making.
• Lead from the front, communicate clearly, timely and accurately at all levels of the organization.
• Demonstrate tactical leadership in our day to day business with a strong bias for execution.
• Participate in client visits and support pricing & solutioning processes.
  

Qualifications, Skills And Attributes

• Integrity, Respect and Candor.
• Common-sense approach to problem solving.
• Solid fundamentals and conceptual clarity in Contact Center Workforce Management.
• Proficiency in Excel, Avaya, Genesys, Nice IEX and Aspect eWFM.
• Sense of ownership and commitment to collective success.
• Resilience and perseverance to drive improvements and results.
• 15+ years of Workforce Management experience. 3+ years in a leadership role.