Basic Information
Ref number
Req_00077319
Last day to apply
30-Jun-2022
Primary Location
AFI Building 3
Description and Requirements
We are looking for a WFM Country Manager to join our team!
The Workforce Manager is responsible for the overall management and direction of the workforce management team:
- Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly.
- Monitors service levels and directs real-time forecasting to meet service levels.
- Responsible for execution of global WFM strategy for geo; represents local WFM team and stakeholders on regional and global WFM teams.
Responsibilities:
- Overall management and direction of the workforce team
- Ensure all required WFM data is tracked and trended on a continuous basis.
- Align individual, team, and company goals through implementation of effective rewards and recognition
- Lead and participate in cross-functional teams
- Ensure the report accuracy by the WFM team
- 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
- Take ownership of transition of new programmes from WFM perspective, including review and approval of SOWs, MSAs.
- Work with Resource Planning team to ensure client goals are met by forecasting and directing scheduling and staffing levels.
- Collaborate with Global Accounts Team to optimize global WFM support for global accounts operating in Manager’s location.
Requirements:
- Minimum of 3 years WFM experience or 5 years related experience in a contact center environment
- Minimum of 2 years leadership experience
- Expert knowledge of workforce management theory and best practice
- Ability to communicate clearly and persuasively both verbally and in writing
- Strong analytical skills and experience in workflow analysis.
- Ability to work as part of the global WFM management.
- Experience of working with WFM systems such as Verint, IEX, Injixo.
- Expert level knowledge of MS Excel
- Excellent knowledge of MS, Word and PowerPoint
- Ability to work a flexible schedule based upon demand of the position
- Able to travel up to 10%
We offer:
- Stable job - permanent labor contracts
- Monthly meal tickets
- Annual performance bonus
- Public transportation and gym subscriptions reimbursement, after trial period
- Private medical insurance coverage
- Special discounts across variety of Banks, Telecoms, Gym & Fitness centers and more
- International career - regular training and international career opportunities
- Multilingual exposure - improve your spoken and written language skills
- Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
- Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long
| Required Language(s) |
|---|
| English |