Lead - SD Management - WFM
Core
Lead Workforce Management (WFM) and Quality (BQ) initiatives to equip staff with skills, conduct training, and resolve performance issues to meet production goals.
Role type
Lead, Workforce Management & Quality Operations
Builds
Trained staff, improved quality scores, and stable performance trends for client business units
Domain
Business Process Outsourcing (BPO) / Workforce Management
Deliverable
client delivery
Required skills
Data mining, data interpretation, trend analysis, business implication evaluation, leadership, floor intervention
Preferred skills
New hire training design, cross-functional partnership, update management process
Technologies
None stated
Responsibilities
Create and facilitate huddle sessions to equip staff with fundamental skills; Conduct BQ/Remedial training and floor interventions for nesting teams; Deliver new hire training to ensure skill alignment with production goals; Partner with Quality and Training Managers to identify skill gaps and prepare intervention content
Seniority
Lead, hands-on IC with team coordination