General Manager – Lead Reporting and Work Force Management

About the job

Job Overview The General Manager – Lead Reporting and Work Force Management will be responsible for managing and strategically planning forecasting, reporting, and operational efficiency across all contact center operations. Additionally, this role involves ensuring optimal staffing, accurate reporting, and actionable insights to meet service level agreements (SLAs) and enhance customer experience. Job Description Operations and Financial Management • Ensure timely and accurate reporting as per the standard reporting requirements stated by internal as well as external customers. • Automation using data visualisation tool (Power BI, Power Point presentations, etc.), SharePoint, Excel, etc. • Data warehousing and data modelling for all performance metrics across regions • Accurate forecasting of Yearly and monthly Forecasting of applications counts • Drive yearly and monthly forecasting with less than +-10% variation and capacity planning practices for call centres across globe • Take initiative for continuous process improvements & provide new innovative solutions to bring up overall efficiencies. • Enhance skill & knowledge of self & team members through training & acquire the necessary certifications • Implement and maintain effective controls for monitoring operational performance. Strategic Development • Contribute to the development and implementation of call centre strategies for operational excellence and identify projects to reduce overall contact centre cost. Compliance and Safety • Implement and assist in developing policies for Safety, Security (Information & Physical), and Environmental compliance, ensuring the highest standards are maintained. Team Management & Succession Planning • Manage and develop staff, including performance management, training, and career development. • Create and maintain a robust talent pipeline to ensure succession planning (1:2 ratio). Sustainability • Oversee corporate governance within the assigned region, ensuring alignment with organisational principles, policies, and regulations. • Promote judicious use of natural resources and adhere to the organisation's environment, health, and safety policies, objectives, and guidelines. • Drive the organisation's sustainability initiatives, working towards achieving established targets. Anti Bribery Management Systems (ABMS) • Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual. • Understanding of ethical standards and the importance of integrity in business practices. • Ability to identify and evaluate risks related to bribery in various business contexts. Additional Responsibilities (Special Projects) • Reporting manager to add any special project(s) being managed by the team member. Education • Graduate/Postgraduate or Global Equivalent Degree in a related field. Experience • 10-15 years of work experience in Contact Center industry with WFM/reporting experience. At least 5 years in a senior management position.

Qualifications

• Graduate/Postgraduate or Global Equivalent Degree in a related field.

About the company

VFS Global manages and strategically plans forecasting, reporting, and operational efficiency across all contact center operations.