Job Description

Job Category: Digital Operations
:

• Oversee/reviews the long term and short-term forecasts, schedules, and reports to ensure accuracy and timelines of delivery
• Ensures workforce management process and procedures are in place and followed
• Conducts performance appraisals of direct reports periodically
• Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
• Supports analysis of trending to adjust future planning
• Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
• Performs routine audits of call center reports to ensure accuracy and integrity is maintained
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions
• Proactively collaborates with other departments both internally and externally to identify opportunities for improvement and provides input on performance
• Ensures regular coaching, feedback and recognition is being done with the direct reports

Responsibilities:

• Leads the Managers of Forecasters, Planners, Schedulers, RTAs and MIS' supporting global operations across multiple clients and verticals.
• Serve as the primary WFM representative in senior client discussions, QBRs (Quarterly Business Reviews), and strategic planning sessions.
• Plan and execute strategic planning for future staffing needs and provide recommendations that support resource optimization and service level delivery.
• Analyze and make recommendations for business efficiencies and service deliveries in a multi-site omni channel environment.
• Drive continuous improvement optimizations for analytical and forecasting processes using workforce management tools and techniques.
• Manage the day-to-day service level delivery through forecasting, scheduling and workload optimization of all businesses in scope.
• Cultivate partnerships and relationships with key stakeholders and functional leaders both internally and externally.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Workforce Management.
• Serves as the main point of contact for all internal and external WFM escalations

Qualifications:

• Candidate must possess at least a Bachelor's/College Degree
• 8 years minimum experience in Leading Workforce Management
• Proven track record of leading WFM at scale across geographies, business units, or enterprise clients
• Excellent skills in forecasting, scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy, attention to details and strong presentation skills a must in this role
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules and during weekends

Skills Required