Resource Manager

• End to end work-force management to support operations team including Staffing, Forecasting, Scheduling, Capacity Planning, and Queue Management and be responsible for delivery of adherence and SL as specified by the client. *Establishing and clearly communicating departmental strategy to management teams, providing feedback regarding tactical operations, including budgeting inputs, goal setting, and managing performance *Ensuring the Workforce Management team follows organization's policies and applicable legal requirements when determining and implementing staffing plans for Operation Teams as well as provide inputs to associates work procedures and monitoring their performance leading to successful results. *Leading the activities of the Forecasting, Capacity Planning, Scheduling, Real-Time Queue Management and Reporting Teams *Conceptualize, design, develop, implement and maintain processes for productivity and performance improvements. *Ensure sufficient support is provided to Operations and Executive Management for evaluating alternatives for various business issues and technology, facility or new business acquisitions.. *Auditing WFM Policies, Procedures / Processes, identify opportunities for improvement and create action plans for implementation to address gaps seen.

*3+ years working experience in a leadership / supervisory capacity with exposure or handled any Workforce Management Discipline from Forecasting, Capacity Planning, Scheduling, Real-Time and Reporting *Previous experience on Service Desk/ Call Center *Experience in driving SLA *Flexible and able to respond to change *Solutions focused with a can do attitude *Ambitious, respectful and fearless *Good communicator *Effective team worker *Proficient in the use of modern business technologies *Knowing excel on advance level, macros are plus