Description:

The Senior WFM Manager will be responsible for leading managers and other leaders in developing strategies for running the core WFM processes of TI. Furthermore, the Senior WFM Manager will be responsible for the overall management and direction of the WFM teams. He or she will ensure client and 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 strategies and will represent the global WFM team supporting the global account he will be assigned to with the rest of the stakeholders around the world.

Responsibilities:

• Manage a team of WF managers (across multiple locations) and support a worldwide network of business units, and operational centers

• Will be required to define strategies involving production and customer interaction platforms, operational contact routing, automatic investigation, telephony systems, and workforce management; evaluating improvement options

• Leads planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites

• Able to define metrics, goals, and strategic direction across functional area(s) in support of overall group vision

• Leads projects/initiatives and champions projects within and outside of organization or region; influences all participants when driving projects to ensure success

• Drives strategy and communicates BRP vision with internal and external teams

• Collaborates with Capacity Planning and Forecasting to determine location requirements by analyzing forecasting planning factors, including service levels, contact volume, contact patterns, staffing capacity, staffing, staff productivity, workforce management systems, workflow, etc

• Identifies opportunities and risks, dives deep, and works with internal and external teams to implement solutions

• Innovates by driving continuous enhancements and operational efficiencies across all process areas

• Influences key stakeholders to ensure that resources needed are prioritized to achieve quantifiable results, monitoring the effectiveness after project delivery

• Organizes team structure for multiple functional areas to ensure scalability for present and future volume needs

• Escalate all major issues and site leaders and senior leadership— whether they’re in operations or the affected businesses— ensuring the right people know of the incident at the right time

• Communicates effectively with senior management and leaders across the organization to determine priorities and direction

• Creates the development of internal and external communication across organization locally and globally

• Influences peers, senior management, and external stakeholders on the organizational vision for their functional area(s)

• Continuously builds network of talent inside and outside of company

• Demonstrates and differentiates performance and leadership across multiple levels and is able to apply to hiring decisions

• Creates mechanisms to quickly on-board new talent to the organization; mentors others

• Is an effective coach and provides feedback to direct reports to help develop talent and support career development

• Sets and balances goals across team, optimizing performance against department goals and employee development

• Assesses and differentiates performance of team members across levels; articulates requirements for promotion ability to team members

• Identifies resource needs for team

• Describes the strategic importance of the department’s vision inside and outside of team

• Sets and articulates expectations around leadership behavior for team; models behavior that exemplifies Amazon Leadership Principles

• Takes ownership of transition of new programmes from a WFM perspective, including review and approval of SOWs, MSAs

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%