Key Responsibilities:

10+ years Management experience in a global workforce planning / supply chain / operations management environment.

• Develop the global workforce management strategy to drive optimal outcomes for all contact centers.
• Expert knowledge of workforce management theory and best practice.
• Prepare a strategic business plan for the workforce management processes, including new software and equipment upgrades, forecasting strategies, new hire staffing recommendations and manage Intraday Activities.
• Direct management of WFM / WFO activities and staffs in participating projects, including shared services contact center.
• Work with business leaders to develop impactful and measurable workforce plans and metrics to drive talent decisions.
• Participates in cross-functional initiatives in support of the overall Online strategy. Requires the ability to provide executive-level communication and insight.
• Partner with Customer’s WFM and leadership team to execute on business strategies by effectively organizing and managing the workforce to effectively address the workload.
• Find opportunities to streamline the end-to-end workforce planning process considering user experience.
• Strong analytical, organizational, project management skills, strong knowledge of multiple workforce management platforms, working knowledge of multiple telecom and other channel platforms.
• Conduct audits or other quality control inspections.
• Develop and implement processes and review of local project operational documents.
• Perform other performance and process improvement activities as needed
• Provide guidance, training, and/or mentorship to other team members as needed.
• Align individual, team, and company goals through implementation of effective rewards and recognitions.

Skills

• Effective communication skill.
• Good knowledge of MS Excel & Power point.
• Proficiency with computers
• Willingness to work a flexible schedule, primarily in North American Hours.
• Drive for self-learning and knowledge enhancement

Experience 

• Experience leading Workforce Management teams supporting operations at significant scale - hiring and developing great people, and establishing a collaborative and positive team culture
• Contact Centre Workforce Management experience with client facing experience (added advantage)
• Experience with Workforce Management platforms/software (e.g., NICE IEX, Aspect, Teleopti), WFM best practices and terminology (i.e., you have subject matter expertise across WFM disciplines).
• Experience creating and designing workflows and processes, as well as measuring their efficacy
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast-paced environment
• Ability to make decision in time sensitive ambiguous situations

Qualification: Any Graduate (MUST)