Comprehensive Consulting services
- Drive the implementation of the WFM tool IEX- total view® across all client sites- Involves selling to internal customers by highlighting benefits vs. cost of implementation and Involving top management when required.
- Identify and share WFM best practices across all Business Units for Operations and planning.
- Ensuring workflow and documentation to be in accordance to clients’ guidelines, through internal Audits and guiding the clients’ Compliance Team in formulating policies.
- Providing analytical support to process heads across multi-processes over various Clients’ locations for improved productivity- Involves interacting with client on calls, determining needs, devising strategies and ensure seamless implementation.
- Responsible for frontline client interaction for Resource management, Call volume forecast, Capacity planning, Overtime planning etc.
- Ensuring the end-to-end implementation of WFM tools like IEX across all client sites (including offshore).