Senior Workforce Manager

• Building Workforce management Team for Booth and Partners to support Talent and Managed Solutions Businesses.
  
• Establish workforce management Strategy and operational frameworks such as Forecasting, Capacity Planning, Scheduling, Real Time Analysis, Reporting and insights as well as deployment of Workforce management tools.
  
• Understanding of key business objectives, timeframes, and requirements associated with Workforce Management
  
• Responsible for hiring and firing of Workforce management team
  
• Driving efficiency targets, resource optimization and supporting other programs.
  
• Makes strategic recommendations to improve productivity while balancing service levels and costs.
  
• Ensure that the team follows workforce procedures.
  
• Train and develop teams and individuals within the Workforce Management team.
  

• Plans, designs and executes Workforce Management service catalogue.
  
• Operationalize each service scope such as Capacity Planning, Workforce scheduling, forecasting, Real Time Analysis and Business insights.
  
• Develops, monitors and analyzes key performance indicators that aligns to the contractual obligation of Booth and Partners.
  
• Facilitate creation of WFM services to accelerate and deliver our client commitments.
  
• Accountable in the assessment, planning and deployment of WFM Tools.
  
• Supports the site management team by optimizing the staffing requirements for the site’s needs.
  
• Oversee scheduling and shift allocation to ensure adequate staffing while considering employee’s preference and local regulation.
  
• Provide guidance and mentorship to the workforce management team, fostering a culture of continuous improvement and professional growth.
  
• Be actively engaged with our cross functional teams, clients to make proactive changes for long term trends, as well as real time adjustments for events that occur.
  
• Develops and deploys capacity plan for a site and resolves the differences between this plan to the monthly plan provided by the Customers where necessary.
  
• Coordinated with operations, Quality Assurance, Training, and other leaders any action that will potentially impact performance. 
  
• Manages the analyses of daily, weekly and monthly reporting of site performance via Key Performance Indicators (e.g. service levels)
  
• Build a strong relationship with the Operations Leaders to ensure proper execution of the capacity plan as well as provide general education regarding the best workflow management practices.
  
• Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new services deployment.
  
• Manage the career growth and development of the Workforce Teams
  

Requirements

•  At least 10-15 years of experience in managing Business Process Outsourcing or in a Captive Shared Services environment.
  
• Experience in managing multiple customer service channels, including voice, back office and social media.
  
• Experience in managing regional and global supporting teams in WFM Capacity.
  
• Strong understanding of Capacity Planning, Forecasting, Scheduling, Business insights and Real time Analysis.
  
• Excellent communications and interpersonal skills, with the ability to positively collaborate with others effectively. 
  
• A proven track record of promoting a performance-driven culture with a focus on achieving operational excellence.
  
• Experience with workforce management tools like Verint, Nice, Avaya, Aspect, Verint, Five9, Genesys, etc.
  
• Solid problem solving, analytical ability and ability to adapt to the changing needs and priorities of the operations team.
  
• Strong mentoring and inspirational leadership skills.
  
• Highly proficient in MS Office, especially MS. Excel, Power BI, Tableau.
  
• Experience in process and change management, helping adapt to evolving business needs and client requirements.
  
• Strong in creating innovative solutions to improve processes, customer experience and employee satisfaction.
  
• Excellent people leadership and stakeholder management skills.
  
• Kaizen practitioner or Lean Certification is an advantage.
  

Benefits