Regional workforce Lead
Regional workforce Lead
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Job Description
ocation: Bangkok Thailand (1)
Job description:
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Manage Workforce Teams from different sites/Geo
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Analyze reporting staffing and scheduling procedures and/or structure on an ongoing basis to ensure maximum effectiveness and efficiency
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Proactively provide scheduling analysis recommendations for improvement including headcount requirements longterm planning scheduling and bidding strategies staffing strategies.
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Lead staffing review meetings with management and intraday analysts detailing previous and current weeks performance and forecasted performance while also identifying risks
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Oversee intraday management of scheduling procedures analysis of real time workload requirements and call routing to manage performance to service level requirements
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Prepare indepth reports to be used across the center
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Perform realtime workforce management directly supervising a team of real time analysts and schedulers. Oversee the direction of the day to day queue movement to all business units ensuring that service level standards are consistently met. Provide ongoing internal communications with staff associates/management/directors/VPs on load balancing and staffing requirements in proactively in realtime and historically
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Serve as the Subject Matter Expert representing the business regarding queue management and Workforce Management. Assure successful implementation of new business; Assist business partners during implementations to make staffing and process adjustments.
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Establish and maintain operational reporting. Assure accurate and timely distribution to key stakeholders in the CareCentrix organization. Reports include but are not limited to realtime and historical reporting on volumes service performance staffing and historical trends.
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Coach train and evaluate Workforce Management Team members and ensure the team is adequately staffed with skilled resources
Employment Type
Full Time
