Workforce Management Global Intraday Lead
Workforce Management Global Intraday Lead
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Job Description
As the Workforce Management Global Intraday Lead you will drive a unified globalised approach to realtime workforce management across 30 countries.
Coordinating with over 120 shift leads you will establish standardised processes tools and playbooks to maximise service levels ensure rapid responsiveness to customer needs and recover swiftly from unexpected deviations or incidents.
This is a highimpact role critical to shaping how we monitor manage and react in real time to deliver exceptional service experiences globally.
You will collaborate closely with:
- Regional WFM Leads and their teams;
- Global Planning Scheduling and Analytics teams;
- Shift Leads and realtime coordinators across all regions;
- Additionally you will be supported by a robust analytics and product team to ensure the tools and insights needed for success are built and accessible.
Your Mission:
- Monitor and manage realtime performance across 30 countries to ensure service levels are consistently met;
- Act as the primary escalation point for realtime issues requiring global oversight;
- Develop and maintain global intraday playbooks including standardised alerts thresholds queue prioriy strategies and prescriptive actions;
- Define and implement weekly planning frameworks and daily monitoring protocols;
- Create and maintain incident management playbooks to guide speedy responses to outages service disruptions and other crises;
- Define escalation protocols and provide realtime support to mitigate and recover from incidents;
- Train and mentor shift leads and intraday coordinators on best practices and new methodologies;
- Conduct intraday governance sessions to review performance and drive continuous improvement;
- Partner with analytics and product teams to ensure dashboards live monitoring tools and reporting systems support desired outcomes;
- Establish governance frameworks ensuring alignment across regions and consistent execution;
- Leverage data to drive decisions and identify trends opportunities and areas of improvement;
- Establish feedback mechanisms to ensure key realtime observations are integrated into scheduling and planning processes addressing root causes and solving problems upstream;
- Set up observation and coordination mechanisms to enhance teamwork and operational consistency.
Qualifications :
- Extensive experience in workforce management particularly in intraday or realtime operations at a global scale;
- Strong leadership skills with a proven ability to influence and align diverse teams across multiple regions;
- Strategic thinker with a deep understanding of Workforce Management tools metrics and methodologies;
- Excellent problemsolving skills especially in highpressure situations;
- Datadriven approach with proficiency in BI tools dashboards and reporting systems;
- Outstanding communication and stakeholder management skills.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
