Executive workforce management

Wipro

2 - 5 years

Noida

Posted: 30/09/2024

Job Description

RFP WFM SME


Roles & Responsibilities:

Should have experience and proficiency in working with Outsourced partners in the areas - RFI/RFP, Commercials, Billing, Invoicing.

- Excellent understanding of Contact centre Operational metrics, Commercial models - building pricing model for managed services under Rate per min, per transaction/outcome based & FTE model for Voice & Non-Voice managed services initiatives, process flows in invoicing partners, would be desirable.

- Hands-on in managing multiple clients/vendor agreements incl. preparation of RFP/RFI, evaluating vendor proposal - ROI/Cost framework, Master Service Agreement, Scope of work document for CX managed services.

- Proficiency in WFM domain & concepts viz Occupancy, Productivity, AHT, Pay-out metrics under the managed services model incl. various planning and forecasting techniques used in deriving/predicting the demand for service for a given line of business.

- Should have had solutioning experience for any of managed services proposal either voice/non-voice should be mandatory. Orientation towards inputs costs/various industry pricing models would be an added advantage.

- Excellent negotiation skills, relationship management, ability to work under pressure & tight deadlines, experience in closely working with senior leaders, analytical ability, project management and communication skills.

- Drive for results, go-getter attitude & experience in people management- should have managed a team in his/her current role.

- Excellent written & verbal communication skills.

- Proficient in MS Office specifically working in spreadsheets.

Education and Experience :


- Should have experience and proficiency in working with Outsourced partners in the areas - RFI/RFP, Commercials, Billing, Invoicing.

- Proficiency in WFM domain & concepts viz Occupancy, Productivity, AHT, Pay-out metrics under the managed

About Company

Wipro Limited is a global information technology, consulting, and business process services company based in India. Founded in 1945, Wipro provides a wide range of services, including software development, IT infrastructure management, and business consulting. The company serves various industries, such as banking, healthcare, and manufacturing, and is known for its focus on innovation and sustainability. With a presence in over 50 countries, Wipro is recognized for its commitment to quality and customer satisfaction.

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