Position Overview:
Senior Workforce Management Executive is a critical role responsible for managing workforce operations ensuring alignment with organizational goals, and meeting service delivery standards.
This role requires close collaboration with internal stakeholders providing real-time management, forecasting, and analytical insights.
This role demands operational efficiency and optimizes resource utilization to meet dynamic business needs.
Key Responsibilities:
Develop and maintain accurate short-term and long-term forecasts based on business requirements, workload trends, and historical data.
Create staffing plans that balance operational efficiency with employee well-being.
Regularly review and update capacity plans to align with changing business demands.
Serve as the primary liaison for internal stakeholders including Operations, Training, Quality, and HR teams.
Facilitate communication and alignment between teams and the WFM strategy.
Conduct regular meetings to discuss performance metrics, challenges, and action plans.
Monitor real-time service levels and adherence to schedules.
Identify and address potential risks, such as high absenteeism or unplanned workload spikes, in collaboration with relevant teams.
Ensure quick decision-making to minimize service disruptions and meet SLA targets.
Generate and share detailed workforce reports, including utilization, shrinkage, adherence, and productivity metrics.
Perform variance analysis to understand discrepancies between planned and actual outcomes.
Provide actionable recommendations to improve operational efficiency and optimize resource allocation.
Identify and implement process improvements to enhance the scalability and effectiveness of WFM operations.
Ensure adherence to best practices in workforce management.
Utilize WFM tools and technology to automate and streamline forecasting, scheduling, and reporting processes.
Provide training and guidance to teams on WFM processes and tools.
Act as a point of escalation for workforce-related challenges and provide timely solutions.
Educational Background:
Bachelor's degree in any field.
Equivalent experience will also be considered.
Professional Experience:
A minimum of 8 years of experience in workforce management, preferably in a multi-site environment.
Demonstrated ability to work with diverse teams and manage operations.
Technical Skills:
Proficiency in workforce management tools.
Advanced skills in MS Excel, with experience in data analysis and visualization tools (e.g., Power BI, Tableau).
Familiarity with CRM and contact center tools and Macro skillset is a plus.
Soft Skills:
Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills for effective stakeholder management.
High adaptability and ability to perform in a fast-paced, dynamic environment.
Strategic Thinking:Ability to align workforce strategies with broader business goals.
Collaboration:Build strong relationships with internal stakeholders across regions.
Attention to Detail:Ensure accuracy in forecasting, scheduling, and reporting.
Time Management:Prioritize tasks effectively to meet tight deadlines.
Proactive Problem-Solving:Anticipate challenges and propose practical solutions.
What We Offer:
Opportunity to work in a diverse, and dynamic environment.
Access to cutting-edge tools and resources for workforce management.
Professional development and growth opportunities.
Competitive compensation and benefits package.#J-18808-Ljbffr