Manager Workforce Management

Workplace Options is the worlds largest integrated employee support services and work-life provider. Drawing from an international network of credentialed providers and professionals, we provide world-class employee support and work-life services, wellness coaching, counselling referrals and consultation on a variety of issues ranging from work and personal stress to mental health symptoms and crisis support. Our service centres are located in Raleigh (USA), Toronto & Montreal (Canada), London (UK), Dublin (Ireland), Lille & Paris (France), Lisbon (Portugal), Bangalore (India), Tokyo (Japan), Jakarta (Indonesia) Ghent (Belgium), Dubai (UAE) Shanghai (China) and Singapore (Singapore). We provide support to over 75 million employees in 115,000 organizations across more than 200 countries and territories.

Summary:

It is an exciting time to join our Workforce Management Team as we are building our roadmap to integrate new technologies and implement an Omni-channel environment. Workplace Option s Director of Global Workforce Management will oversee all workforce management functions and work closely with our Global Service Delivery Leadership to enhance performance and scalability as we continue to expand global with new services and locations. You will develop strategy and implement a global, multi-language 24/7 operations resource plan model to meet our service level agreements while balancing expense/revenue decisions.

With a strong track record in change management, you will lead the delivery of various projects as part our transformation effort. You will analyze, develop, and build the right workforce management team who will improve the analytic capabilities, processes and have the right tools to forecast and plan to meet objectives.

A successful candidate must demonstrate exceptional continuous improvement experiences, who will connect and coordinate all activities happening across Workforce Management. You have excellent influencing and leadership skills, the ability to collaborate and influence cross-functional teams.

Responsibilities:

Create a vision based on data, business trends, and anticipated labor market dynamics to develop a scalable workforce management function

Acts as knowledge leader and recommending the technology and reporting needed to manage our teams

Lead operational execution across core workforce management functions (i.e. volume forecasting, capacity planning, arrival pattern analysis, schedule creation, intraday tracking, and adjustment for planned and unplanned events)

Leads a team of WFM Analysts and Real-time resource planners.

Partners with Reporting & Analytics to create summaries and business insights for Service Delivery Leadership

Exceptional collaboration, influencing, and partnership skills with the ability to work in a global environment and drive consensus at various levels in cross-functional teams (IT, Service, Talent Acquisition, Finance, ect.)

Maintain accountability and produce clear tracking of Outcomes and Key Results for the team and Service Delivery objectives

Reporting progress, issues, dependencies and risks to Workforce Management leadership and project committees (as appropriate) and making recommendations to influence decision making

Create a framework to safeguard effective change control processes, ensuring service data and systems are updated and managed through appropriate change control

Knowledge/Experience:

10+ years experience or equivalent of relevant industry experience in forecasting and staffing contact centers.

5+ years of formal management / team leadership experience required

Experience in the creation, adaptation, and implementation of project management processes, methodologies, and techniques to support the organizational needs.

Comfortable to work with ambiguity, operate effectively in a global, fast paced and an ever-changing environment

Experience navigating multi-language support operations with a global support team (and/or utilizing vendors)

Strong analytical abilities to connect the dots, and develop solutions to complex problems

Proficiency in WFM systems (Nice, Avaya, Verint, Talkdesk, etc.)

Strong written and verbal communication skills.

Experience building leadership presentations.

Process-minded with a commitment to scalable and efficient operations

Requirements