Operations Efficiency Manager
4 days ago
Tata Consultancy Services (TCS) is a leading global IT services company that helps businesses navigate their digital transformation journey. Our comprehensive range of consulting, technology, and engineering services enables our clients to master the ever-changing demands of an evolving marketplace.
Why Join TCS?- We offer a dynamic work environment where you can grow professionally and personally.
- You'll have access to cutting-edge technology and innovative solutions to solve complex problems.
- We foster a culture of collaboration and inclusivity, where diverse perspectives come together to drive innovation.
- We're committed to making a positive impact on society through our Corporate Social Responsibility initiatives.
- Workforce Planning:
- 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.
- Labor Resource Scheduling:
- 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.
- Tech Savviness and Process Improvement:
- 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.
- 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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