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