Global Workforce Management Leader

Job Description

• Manage the Global WFM Governance Process to drive WFM KPIs improvement
• Drive Global change from WFM standpoint, liaising closely with TS directors, leaders on COE WFM KPIs and areas of improvements
• Monitor performance metrics and process improvement initiatives that require management focus
• Directs, develops and communicates productivity standards and goals for all support personnel Monthly review of WFM Deliverables/KPIs with the wider WFM leads.
• Collect monthly feedback (on WFM deliverables) for continuous improvement
• Should have knowledge of Forecasting, Capacity Planning & Scheduling to establish processes for inter-departmental coordination (e.g. Capacity Planning / Scheduling / Real Time Management / MIS Teams) and with Operations
• WFM Tool Management - Drive standardizations, optimal usage & adoptions of the WFM tool (Verint) globally. This includes finding and implementing best practices in the tool usage, as well as set-up and configuration

• Point of Contact for any product changes/enhancements/upgrades (both software and hardware). Liaise with the relevant TS leaders & IT managers to ensure successful deployment. This includes user testing coordination, communication with region & implementations support for any Verint related matters, feedback & escalations. Manage the global tool Governance Process to drive Metrics improvement

• WFM efforts aligned with Servicing Requirements:

• • Assists with delivery of program align with CWT, TS and Customer requirements: projects, focus areas, and improvement plans
  • Globally aligned standards and enforcement: measures, processes, and insights for WFM, Telephony and Tools
  • Performance insights and opportunities for improvement including process and project ownership
  • Global WFM Tools: assists with business case development, deployment planning, tool usage standards, and enhancements.

• Process & Performance

• • Global insights and program level projects to drive improvements
  • Measurement focus and global standards
  • Analysis and insight driven
  • Trend and key indicator identification
  • Project and initiative identification-data and results driven
  • Global best practice sharing and alignment
  • Process standardization

• WFM Process Standards including tools and telephony

• • Enhancement, enforcement and alignment of critical processes for forecasting, capacity planning, performance projections and intraday management
  • Current state assessment, standardization, and execution for Telephony processes
  • Continuous improvement through data analysis
  • Business Performance
  • Contact center business acumen to identify service drivers and influence continuous improvement decisions
  • Daily and weekly business communications
  • Alignment and influence critical stakeholders including HR, Customer organization, Service configuration, etc.
  • Enable TS business objectives and transformation efforts through WF principles and execution

• WFM Toolset

• • Support for deployment and development of Global toolset and ongoing management
  • Deployment framework and planning
  • Toolset enhancement delivering improvement areas, trends, flexibility and accuracy
  • Maintain global standard processes for tool usage (current and future state)

, *Skills & Experience

• Fluent English, both written and oral. Ideally proficient in multiple languages.
• Abilities to deal within a multicultural environment
• Presentation skills - Comfortable with presenting ideas and solutions to senior leadership teams.
• Strong customer relation and presentation skills ability to articulate information in a business related manner

Specific skills

• Expert Knowledge of MS Office Strong verbal and written communication skills
• Ability to communicate/interface with all levels of the organization horizontally, vertically, cross-functionally, and globally
• Should have good interpersonal skills & possess good numerical and analytical ability
• Experience in Automation in MS-Excel Reports
• Should have deep knowledge of Scheduling & Capacity Planning (Workforce Management)
• An in-depth understanding of Verint and its many configurations
• Key knowledge surrounding CWT products, services and cross-functional teams (PM, IT, Products, Implementations, Support, etc.) across all regions
• Experience in managing virtual teams, with team members across different geographies
• Ability to manage multiple global projects Timelines, scope documents and status reports
• Strong ability to multi-task in a fast paced work environment Solid organizational skills and attention to detail Disciplined, results-oriented management style
• Action oriented with a sense of urgency

Specific Experience

• More than 10 years of experience in MIS/WFM is preferable, with excellent people leadership skills
• Experience on Verint is essential - Avaya CMS, Moxie, IEX or other WFM tools will be a plus
• Project management experience
• Travel management company operations, applications and dataflow throughout the various systems
• Experience in improving business process using Workforce Methodologies
• Implementing improvements in business processes

Keyskills :
business case developmentprocess improvement initiativesms officeavaya cmsdata analysisbusiness caseglobal changevirtual teamsplanningscheduling