Lead - Workforce Management - Contact Centre

WFM - Lead

- To deliver business change projects and deliverables across all phases of the project lifecycle and develop new opportunities. Primary duties comprise an appropriate balance between utilization (around 70%), business and group development. Leads large complex projects and drives practice management initiatives including new business identification, project bids, training courses, methodology development and thought leadership. Has knowledge of multiple business models. Develops strong relationships with senior management and project boards.

- Reorganization and restructure Scope of WFM Capabilities

- The Workforce Planning team provides the data, analytics, and resource management services to ensure Customer Operations- staffing levels are appropriate to handle the needs of the business. This role in Workforce Management provides actionable insights to the business delivery teams including forecasting & planning, productivity, headcount tracking, and seating and space utilization. This role is the key interlock between Customer Operations, Human Resources & Finance.

Responsibilities:

Forecasting & Capacity Planning

- Develop detailed resource models to show headcount utilization and need for major CO delivery team functions

- Interface with Finance to align with budget implications, HR to identify and plan for how many people to hire and when, and L&D to coordinate the training process

- Partner with HR and finance to drive Customer Operations location strategy

Headcount Reporting & Analytics:

- Tracking of recruitment pipeline

- Tracking of Business Case headcount and BPI resource/efficiency outcomes

- Production of detailed resource plans for each CO Functions

Productivity Tracking :

- Provide robust measures of efficiency/productivity for each major business delivery team function

- Tool Design and Administration

- Experience in designing workflow for Contact Centre and Back office environment tool

- Experience in tool architecture and design

 - Program and Project management experience

Scheduling : Scheduling and shift optimization for Customer Support roles

Stakeholder Engagement:

 Work closely with Customer Operations leaders, HR and Finance partners to ensure Workforce Planning meets the business needs

Qualifications:

- Leading a workforce management program, delivering resourcing plans for a variety of support and back office processing functions

- Track record of designing and being accountable for the delivery of a global workforce management strategy

- Exceptional communication and stakeholder management skills and experience partnering with senior business leaders

- Experience working in a highly complex global matrix environment

- Deep understanding of workforce planning, tools and methodology

- Understanding of business processes improvement and methods of working

- High level of initiative, dynamism and drive

- Strong interpersonal skills with all level of staff with excellent verbal and written communication

- Excellent planning, administration and organization skills

Knowledge & Skill :

- Specialist, experienced professional with extensive knowledge and skills gained through wide-ranging experiences in a field that requires diverse practices or procedures.

- Recognized expert in their functional area or geography

- Deep knowledge of complex product, market and function in own area

- In-depth understanding of a Business Unit or function

- Works on issues of a diverse scope where analysis of situations requires skills and understanding of current industry trends

Scope of Impact :

- Leads significant projects, programs and business initiatives, demonstrating creativity and ingenuity

- Determines work priorities based on general direction from managers

- May manage budget for projects or programs within area

- Contributes to the development of new principles and concepts and Business Unit strategy

- Provides specialist advice to middle and senior management to resolve complex issues.

Strategic Planning & Decision Making :

- Applies a broad perspective to identify innovative solutions

- Anticipates customer needs; assesses requirements and identifies new solutions

- Solves complex problems which may be multidisciplinary or require an in-depth evaluation of variable factors

- Makes decisions in non-routine situations applying considerable interpretative thinking