Manager – Work Force Management – Dialog Axiata PLC

Firstsource is a global provider of customized BPO (Business Process Outsourcing) services to the Banking & Financial services, Telecom & Media and Health sectors. Firstsource has a “Rightshore” delivery model with operations in India, Ireland, Philippines, Sri Lanka, UK and US.
Firstsource-Dialog Solutions is a joint venture partnership between Firstsource and Dialog Axiata PLC, Sri Lanka’s flagship telecommunications company. The company with 700+ employees manages Dialog’s customer contact management operations across its mobile, fixed line, pay television and broadband businesses.

Manager – Work Force Management
The holder of this role will be leading the Workforce Management function of the company by enabling organization to align its strategic priorities and objectives with its human resources. Role will be reporting to the Country Head.

Responsible to overlook WFM (Workforce Management) key functions such as Planning, Forecasting, Scheduling, Real time management (RTM) and MIS (Management Information System).
Responsible for Long term capacity, strategy and resource planning for the Contact Centre.
Develop and executing the hiring requirement and resource plan with HR, Training and Operations.
Act as a SPOC for Contact Centre’s strategy, capacity and manpower and new business/process related discussions and projects. Review and ensure staffing, financial and compliance areas are meeting client’s service agreement requirements.
Conducting root-cause analysis for non-achieved KPI’s and implement action plans to drive performance.
Plan the budget, cost and revenue requirements for the Contact Centre (Annually, Quarterly and Monthly)

Excellent Knowledge in Strategic Planning and Forecasting Excellent Knowledge in Staffing and Scheduling Excellent communication and Presentation Skills Planning and Execution Skills Excellent skills in Excel (Macro/ Good Interpersonal skills and Analytic skills Self Driven and Assertive

» Graduate/Postgraduate in Business Management with over 4-5 years relevant experience in the management level. » Six Sigma Basic or Green belt certification will be an added advantage.

Email us your resume to indicating the position applied for in the subject line within two weeks. Only shortlisted candidates will be notified.