Basic Information

Ref number

Req_00062760

Last day to apply

31-May-2022

Primary Location

AFI Building 3

Country

Romania

Job type

Support Positions

Description and Requirements

We are looking for a new Regional Manager for the Workforce Management team! The role will report globally and will have as main responsibilities to: 

  • Manage multiple WFM teams in various locations
  • Lead and participate in cross-functional teams for global and regional efforts
  • Ensure that appropriate call center schedules are designed, implemented, and released on time
  • Ensure that appropriate real-time monitoring occurs and that necessary actions are taken to identify and address both anticipated and developing conditions
  • Ensure that all WFM team members understand their responsibilities and the business impact of their roles, recommendations, and decisions
  • Represent the company and workforce management in ad-hoc meetings, business reviews, presentations, workshops, and other client-facing activities
  • Recommend and develop procedural and operational guideline changes to improve efficiency and effectiveness
  • Create and maintain reports from workforce management platform and other sources
  • Align individual, team, and company goals through implementation of effective rewards and recognition
  • Participating in the budget exercise active
  • Making sure there is a consistent process across all projects from a WFM perspective
  • Work on the team engagement and on developing their skills and participate actively on the career growth of WFM analysts
  • Work with Customer/OPS/WFM Director on initiatives to support new business growth
  • Guarantee proper escalation paths are followed
  • Organize coaching, one to ones with the direct team

The ideal candidate:

  • Between 3 to 5 years experience in a multi-site environment including managing or supporting forecasting, scheduling, and real-time management strategies
  • Strong team building skills
  • Strong ability to lead and partner in cross-functional teams
  • Demonstrated experience managing team members in remote locations
  • Knowledge of workforce management theory and best practice
  • Advanced knowledge of the BPO call center industry
  • Strong knowledge of multiple workforce management platforms
  • Familiarity with Lean, Agile, Six Sigma or other continuous improvement programs
  • Ability to communicate clearly and persuasively both verbally and in writing
  • Ability to present complex ideas and situations in ways that are readily understandable by non-experts
  • Willingness to work a flexible schedule when needed (standard working hours are Monday - Friday, 9:00 -18:00 EET)
  • Willingness for 10-20% travel
  • Relevant degree preferred
  • Line adherence and productive model experience

We offer:

  • Multilingual exposure – we serve international clients daily
  • Positive environment – we care about the well-being of our employees, invest in their development, encourage fun and team building initiatives
  • Community projects – we run CSR (Corporate Social Responsibility) events all year long. Make the world better, together with us!
  • Private medical insurance coverage benefit from a Professional package
  • Meal tickets shall be granted monthly
  • Special discounts provided by our partners in different industries (Banking, Telecom, Gym & Fitness)

Skills

Req_00053778

Required Language(s)
English