We are hiring at all our location on global level

Global WFM Manager

Job summary

This Role is responsible overall management of workforce. The WFM ensures client goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Full responsibility of adjusting schedule to forecast, including internal and client’s requirements. Drawing conclusions from the past and suggesting future improvements. Every day analysis of divergences and dangers.


Main responsibilities

1.Overall responsibility and leadership for the WFM Cycle in the account

2.Implement and facilitate WFM blueprint processes (Forecast, Capacity Planning, Scheduling, Real Time Management, reporting and gap analysis) in the account

3.Implement Internal KPIs and Reporting Standards - (Reporting and Analysis Mechanism such as Ops/CPR dashboards) in collaboration with the Global Ops team

4.Improve and reconcile the WFM processes in the Global account

5.Ensuring the right level of engagement and alignment between the Global and Regional teams

6.Responsible for Defining Organizational structure, Roles & Responsibilities Blueprint as the expert in his/her area of the business in collaboration with the Global Ops team

7.Evaluate daily key performance indicators are met like productivity/utilization, ops and quality KPIs and cost objectives

8.Provide support and guidance with a focus on WFM solutions for the Global Site Strategy in collaboration with the key stakeholders form the Global and Regional organization

9.Provide input/best practice sharing to support to the Regional WFM organizations with Minimum Infrastructure Requirements to meet internal /external demands

10.Serve as a sounding board to the Regional WFM teams to ensure best practice sharing activities take place to align Local Social Strategies where applicable

11.Be accountable for program level quality of service (Staffing KPI’s), operational performance and likewise contractual obligations.

12.SPOC for WFM to the client and the client management team; Participate or lead Global WFM projects


Competencies & professional background

  • Business fluent in English and ideally of another foreign language
  • Minimum 5 years of forecasting and scheduling and real-time adherence management experience
  • Customer service or technical support experience: minimum of one year of relevant work experience in Call Centre or similar business
  • Theoretical and first practical experience in work force management and performance reporting
  • Demonstrated intermediate level expertise in Excel to include experience in building Macros, pivot tables, intermediate formula writing to include data connections
  • High proficiency in other MS Office products (Visio, Word, PowerPoint, OneNote, Project)
  • Intermediate level of knowledge on Access
  • Technical knowledge of SQL preferred
  • Knowledge of Workforce Management Systems (Invision, Verint 360 WFM or other), CRM and automatic call distribution systems
  • Strong knowledge of call center KPIs / service and efficiency metrics
  • Excellent analytical skills; ability to analyze past volumes, staffing patterns and real time performance to calculate forecasts and optimize staff planning
  • Ability to create reporting and conduct analysis of data and information, to provide operational insight to the business
  • Understanding of operational processes, tools and measures to improve individual/team and overall performance
  • Highly disciplined; goal, team, and solutions-oriented mindset
  • Exceptional attention to detail
  • Proficient organizational, time management and prioritization skills; ability to work independently and understand the impact of decisions made
  • Strong leadership skills
  • Good communication and presentation skills internally and externally

A big team is looking forward to you. Apply here!

Majorel Corporate | Human Resources | Corporate Recruitment Team Majorel

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