Lead, Workforce Management

Location: Itanagar

Start your journey with BCD:
Grow, connect, collaborate and celebrate with our global team

Lead, Workforce Management (Hybrid)

Full time, Banglore, India

In this role, you will supervise, coach and support the members of the Workforce Management Team on ways to successfully interpret and react to the performance of multiple channels in multiple contact centers throughout the day in order to help maximize resource utilization while driving efficiencies and ensuring service level objectives are met

As a Lead, Workforce Management, you will

Work with internal Workforce Management team as well as field operations to identify alternative solutions and associated pro's and con's and explain the requirements, deliverables, costs, and criticalities of the situation as appropriate
Contribute to business requirements, develop standards and practices, and support initiatives to deploy technology and/or processes in support of effective contact center management
Oversee analysis to validate effectiveness and efficiency of plans, strategies and decisions
Escalate errors or anomalies to project team and/or appropriate resources for support; retest and report as needed
Ensure proper human resource and company process and policies are followed

About You

Previous Workforce Management experience
You can manage and coordinate multiple initiatives simultaneously that often represent competing priorities
Capable of identifying customer needs – Listening to information, asking probing questions, applying knowledge, associating solutions
Ability to build and maintain strong strategic relationships with key leaders
Excellent oral and business writing communication skills in English

About Us

We're a market leader in travel management:
We help people and companies travel smart and achieve more, and our clients include some of the world's best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We're committed to sustainability and to driving success for our customers, our business and ourselves.

Learn more about BCD Travel.

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You'll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don't just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

You'll be offered

Flexible working hours and work-from-home or remote opportunities
Opportunities to grow your skillset and career
Generous vacation days so you can rest and recharge
A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
Travel industry professional perks and discounts
An inclusive work environment where diversity is celebrated

Ready to join the journey Apply now  !

We're dedicated to building a diverse, inclusive and authentic workplace. If you're excited about a role, but your experience doesn't align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at [HIDDEN TEXT].