Tata Consultancy Services Operations Manager
5 days ago
The Workforce Management (WFM) Manager plays a pivotal role in overseeing and optimizing workforce planning, forecasting, scheduling, and resource allocation within Tata Consultancy Services.
This critical position ensures the appropriate number of staff is available at the right times to meet operational demands, while maintaining efficiency, service levels, and cost-effectiveness. The WFM Manager must possess a combination of strategic foresight, data analysis, and team management skills to optimize workforce performance and drive business results.
Key Responsibilities:
- Workforce Planning and Forecasting:
- Analyze historical data and trends to predict future staffing needs and demand fluctuations.
- Collaborate with operational managers to understand business requirements and ensure workforce alignment.
- Develop and maintain short-term and long-term forecasting models to optimize resource allocation.
- Scheduling and Resource Allocation:
- Develop and manage employee schedules based on forecasted demand, ensuring appropriate coverage for peak and off-peak hours.
- Coordinate shift patterns, break schedules, and time-off requests, while ensuring compliance with labor laws and company policies.
- Monitor real-time adherence to schedules and adjust as needed to address any absenteeism, unplanned time off, or changes in demand.
- Performance Monitoring and Reporting:
- Track key performance indicators (KPIs) such as service levels, call abandonment rates, and agent productivity.
- Provide regular performance reports and actionable insights to senior management regarding workforce performance, trends, and improvement opportunities.
- Identify operational inefficiencies and recommend corrective actions or process improvements.
- Team Leadership and Development:
- Manage a team of WFM analysts, planners, and schedulers to ensure efficient and accurate workforce operations.
- Provide ongoing training, coaching, and performance evaluations to enhance the skill set of the WFM team.
- Foster a collaborative and positive team culture to drive performance and engagement.
- Technology and Tools Utilization:
- Utilize WFM software, analytics tools, and systems to gather data, generate forecasts, and create schedules.
- Stay updated on the latest trends in workforce management tools and technologies to ensure the team is utilizing best-in-class resources.
- Collaborate with IT and other departments to optimize system performance and integrate data sources.
- Process Improvement:
- Continuously review and refine workforce management processes to improve accuracy, efficiency, and quality.
- Collaborate with cross-functional teams to identify and implement best practices for workforce planning and scheduling.
- Lead projects to streamline WFM operations and increase the effectiveness of staffing strategies.
- Budget Management and Cost Control:
- Analyze labor costs and staffing efficiency, ensuring optimal resource allocation within budget constraints.
- Propose adjustments to headcount or scheduling practices to balance cost-saving efforts with the need to meet service targets.
- Stakeholder Collaboration:
- Work closely with HR to manage staffing levels, hiring, and training to meet operational requirements.
- Partner with senior leaders, operations managers, and other departments to align workforce strategies with organizational goals.
- Engage with external vendors and contractors when necessary to meet business needs.
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