Job description

This role is tasked with the strategic management of both short-term and long-term forecasting, focusing on production, call volumes, and staffing requirements. The objective is to optimize resources and maintain staffing at levels conducive to achieving targeted service standards. Furthermore, this position entails the development and execution of a long-term strategic plan, encompassing multiple BUs. A key aspect of this role involves engagement in any processes impacting staffing and productivity and deep knowledge in WFM tasks and processes.

The ideal candidate will be appointed at either the Intermediate or Senior level, contingent upon their skills, competencies, at least 3 years of WFM experience is advised.

key responsibilities

Develop and implement comprehensive workforce plans that align with the company's long-term strategic goals. Analyze workforce trends, predict future staffing needs, and devise strategies to ensure a balanced and skilled workforce. Develop and monitor WFM KPIs to assess the effectiveness of workforce planning strategies. Adjust plans as necessary to meet business objectives ensuring cost-effective strategies and alignment with financial constraints.   

• Utilize data analytics to forecast staffing requirements across various departments. 
• Evaluate current workforce capacity and identify gaps.
• Work closely with HR and department heads to plan for recruitment, training, and development to fill FTE gaps.
• Provide strategic insights and recommendations for internal stakeholders and operations.
• Ensure effective use of resources and knowledge.
• Identify and mitigate risks associated with workforce planning, including compliance with labor laws and regulations.
• Regularly report on workforce metrics and planning outcomes to senior management, providing insights and recommendations for continuous improvement.

Manage the day to day operations of the department.

• Gather information and business intelligence, analyze data trends, identify the root cause(s) and provide information to team members and department leadership.
• Communicate intraday performance to senior leadership and operations teams throughout the day, being proactive in consideration of audience needs, making recommendations to management as needed based on intraday results.
• Develop and maintain performance and analysis reports highlighting department results, trends and observations on opportunities for improvement to provide to management.
• Leads resource planning meetings with management and other business partners to understand upcoming company initiatives, business forecasts, and risks to ensure the supported business units are prepared to meet future demands.
• Support internal local team with WFM main processes including Scheduling, Real Time Analysis, Reports and KPIs Dashboards.
• Monitor efficiency and prepare reports / presentations with important highlights and suggested action plans to keep results within the targets (SLA, AHT, ASA, Shrinkage, etc).

Qualifications and Education Requirements

• High School Diploma or Equivalent, coupled with a minimum of 3 years’ experience in a workforce management capacity within a contact centre. 
• Demonstrated 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.

Knowledge in Erlang, Forecasting methodologies, WFM KPIs (SLA, AHT, ASA, Offered Calls, Forecast Accuracy, etc.)
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69277 | Finance & Accounting | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent