Resource Management Lead

Hi, I'm Bhaskar Boroo your Recruiter. At CSG, we choose to see beyond a resume paper. We put your story, perspective, background, and what you have to offer first. While the traditional approach works for some, many miss out on fantastic talent like yourself, and we refuse to make that mistake. Instead, we believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary.

Who will love this job

• A hybrid – you excel when you can choose your work style - remote, in-office, or a combination of both
• An analyzer – you enjoy making sense of data and making it meaningful for others to understand
• A thinker – you take advantage of resources and implement ideas in new ways to find solutions
• An empath – you know how to connect and communicate with different audiences
• A producer – you're comfortable quickly switching context and adapting

What you'll do

The Resource Management Lead must show excellent coordination skills and provide strong process and operational support and thought leadership to the team, as follows:

• Centrally manage resourcing supply requests from service delivery teams.
• Keep eye on current market dynamics in terms of resource availability and skills.
• Innovative thought leadership to meet business requirements during peak/critical requirements
• Work with delivery management on gathering detailed information on current and future resource demand needs:
  • Identify potential capacity concerns
  • Propose action plans to address issues
  • Deliver/coordinate actions once agreed
• Act as a single point of contact point for resource queries and escalations from delivery management for:
  • Rotation and development of staff; plans to backfill as applicable
  • Engaging appropriate parties to agree a structured way forward and deliver to agreed plan.
• Using the current tools, track the recruitment, movement and assignments of GSD resources. Working with Human Resources, maintain up-to-date status on open/closed job requisitions and positions as well as the respective “Career Compass”.
• Work with GSO in creation of appropriate internal reporting requirements and support the leadership team for any specific initiatives or issues. Support Deep dive analysis for areas of utilization leakage; recommendations to restructuring of delivery teams to maximize resource effectiveness.
• Work with the respective Resource and Demand Management Process Owner, reviewing working practices and regularly making recommendations for continuous improvements to process supporting documentation and standards.
• Work with delivery leadership to identify enablement and learning path needs (covering all skills), be aware of the development needs of staff, and where possible aligning this with relevant resource requests to meet business objectives and career objectives.
• If applicable, provide team leadership skills in providing guidance and direction to others.
• Administratively support the interview process for bringing new talent into CSG.

You should have

• Facilitate the resource demand/supply function
• Follow all Resource and Demand Management policies and procedures and support their continuous improvement
• Coordinate resource queries and escalations
• Provide regular and up-to-date management reporting
• Support resource rotation, enablement and continuous talent development
• Support delivery management in employee well-being and the minimisation of attrition within the delivery unit
• Excellent communications skills – both verbal and written. Able to communicate and influence at all levels effectively.
• Experience in Telecommunication industry is preferred
• Well-developed analytical and problem-solving skills
• Process oriented, with ability to fast-track, e.g. take pragmatic short cuts where appropriate
• Prior experience working in a training and people development role an advantage
• 6+ years of work experience in software or outsourcing industry or related fields
• Developed team leadership skills in providing guidance and direction to others
• Degree or Diploma in Information Technology; Computer Science, Engineering or equivalent experience

Perks & Benefits

• Work from Home, in-office, or hybrid
• Paid Vacation, Volunteer, Compassionate, and Holiday Time Off
• Insurance coverage for the family including in-laws, group personal accident and term life insurance policy
• Employee Insurance Top-Up
• Tele consultation
• Sodexo
• Emotional and Mental Well-being Support
• Parental Leave
• Education and Internet reimbursement

Our Story

For over 40 years, we've serviced the world's most recognizable brands with future-ready solutions in customer engagement, revenue management, and payments that make ordinary customer experiences extraordinary. As a trusted technology provider in telecommunications, retail, financial services, and healthcare, our solutions impact over 900 customers in over 120 countries. Over 5,000 customer-obsessed CSGers in more than 20 countries made it possible and helped reach our $1 billion in revenue milestone.

Our Way of Life

Our people power a culture of integrity, innovation, and impact. In return, we power our people with the choice to work from home, in-office, or a hybrid work combination that integrates well with their lifestyle. You'll find CSGers exercising this choice at most of our locations worldwide.

We are committed to building and nurturing a diverse, supportive, and inclusive work environment where individuality is valued, and our people can flourish. We believe our workforce should reflect the world we live in and that we are stronger because of our differences. By embracing different backgrounds, attributes, experiences, and perspectives, we will help our employees, customers, and communities excel while, together, we work toward making social equality a reality.

We are committed to making a bigger community impact by creating new opportunities and access for underrepresented communities, protecting the environment, and developing technology solutions that foster digital inclusivity. That's just who we are. If not us, then who?

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Location(s):

IN.Bangalore.OfficeIndia Remote