Program Manager, WFM CoE & Service Delivery

Job description

The WFM CoE & Service Delivery Program Manager role is pivotal in managing and overseeing the operational aspects of the workforce management CoE. This position requires a balance of strategic planning and hands-on management, ensuring seamless service delivery and operational efficiency, It will be responsible for implementing WFM CoE in GCCs and manage the CoE team leadership guiding the team through solutions and ensuring the continuity of centralized support. The ideal candidate will possess a good background in workforce and project management, excellent leadership skills, and a proven track record in process optimization and team management.

 

key responsibilities

Implement and Support CoE working in partnership with GCCs leadership, guarantee CoE properly work and create a governance to manage CoE service support across BUs worldwide.

·  Lead implementation of WFM CoE strategies.
·  Supervise, coach and develop CoE WFM resources, guarantying a clear career path plan and employees’ engagement. 
·  Hold regular one-on-one’s and team meetings; contribute to team engagement.
·  Actively manage performance; identify training needs and provide post-training support.
·  Perform other leadership duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.
·  Ensure effective use of resources and knowledge.

 

Manage the day to day operations of the department.

·  Ability to multitask and manage multiple projects simultaneously.
·  Monitor the CoE Governance and collaborate closely with leadership to identify gaps and areas for improvement.
·  Provide robust support to the CoE leadership across BUs, ensuring high-quality service and effective support to all stakeholders.
·  Initiate and lead the Drive BUs CoE Service Satisfaction Survey. Following the survey, develop and implement a comprehensive improvement plan aimed at ensuring the highest level of success and a strong CoE mindset.
·  Suggest new and optimized processes and methodologies to cover BUs using maximum potential of CoE analysts and Leadership through successful practices.
·  Detect new opportunities in WFM CoE coverage and support the team with systems implementation, optimization and excellence delivery in real time processes.
·  Map the systems and structures of covered BUs and guarantee that CoE analysts and leadership will cover all particularities of the BUs, providing better level of experience of forecasting, scheduling, capacity planning, hiring plan, real time analysis.

 

​​​​​​​Qualifications and Education Requirements

 

·  College Degree/Diploma,   
·  Experience in a workforce management capacity within a contact centre. 
·  Success in establishing and driving service excellence.
·  Proficiency using Business Intelligence tools (i.e. Cognos, Business Objects,
· 
Qlikview, PBI, MicroStrategy, Celonis) and exposure to source system query engines (i.e. SAP, PeopleSoft, Cisco, Avaya, Verint, Content Guru, or any other related WFM tool) required.

·  Experience with Visual Basic and SASS preferred but not required.
·  Advanced PowerPoint and Excel skills.
·  Demonstrated ability to build strong relationships at all levels of the organization.
·  Demonstrated ability to effectively lead people, get results through others and provide coaching/constructive feedback.

 

 

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.
Note: Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.