Senior Manager - Workforce Management

Senior Manager - Capacity Planner

Objective and responsibility:

- Build and maintain operational functions capacity plan

- Headcount reconciliation - Coordinate the global use of the headcount forecasting system with a focus on data accuracy and key stakeholder understanding. Act as a point of contact.

- FTE Financial submission (which is done quarterly review on Cost)

- Manage capacity plan reviews with Ops leads

- Manage project requirements within the capacity plans

Adhoc sizing activities for new business:

- Manage the headcount forecasting process with consideration of known business events and strategies

- Act as the primarily liaison with external vendors supporting the headcount forecasting process for the purposes of monitoring system performance and continuously improving process outcomes.

- Prepare monthly reports summarizing the headcount forecast at the corporate and business group levels. Present and discuss reports with leadership including analysis and commentary on key trends and observations.

- Partner across key stakeholders to ensure that process design, planning and delivery achieves organizational goals assessed metrics including financial, time-based, and population targets.

- Work with a continuous improvement mind set to identify opportunities to improve and simplify processes and programs to deliver enhanced outcomes, reductions in re-work and alignment to resourcing capacity.

- Anticipate and resolve issues and barriers managing appropriate escalation as needed to ensure assigned objectives are completed on time and within agreed parameters.

- Act as a Project Manager or leader for change initiatives including process, system or vendor reviews and implementation

- Implement workforce planning based on predictive and analytical methods to ensure the availability the right workforce as a strategic differentiator

- Analyze and report on critical workforce metrics to enable leadership decision support

Mandatory Qualifications:

- Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, and Bachelor 's Degree, Post Graduate Diploma or Professional Degree in any field.

- Ideal candidature would be 8+ YEARS OVERALL EXPERIENCE WITH MIN 10+ years' experience in Contact Centre utilizing Contact Centre tools, metrics, models, and reporting to predict and ensure optimal performance across multiple contact channels and program groups.

- Good Command of English both written and spoken

- Experience in planning for Calls/e-mails/social media etc...

- Strong skills of MS office (specialized MS Excel & Power Point)

- Demonstrated experience partnering at multiple organizational levels and across remote teams. Experience with external vendor management is preferred.

- The candidate will be part of the WFM team. Whose primary responsibility is to own and manage end to end resource planning, for all geographies based on programs. Deliver capacity plans on desired frequency to stakeholders for hiring, capacity generation for client discussions.