Job Scope:
Daily Operations Oversight: Manage daily Workforce Management (WFM) activities to ensure operations meet quality standards, service levels, and customer expectations.
Team Leadership: Lead and manage the WFM team, ensuring smooth operations and achievement of SLAs and KPIs.
Roster Management: Develop and maintain rosters that align with client operational needs, coordinating with clients and account managers.
Compliance Assurance: Ensure all WFM practices adhere to industrial and legislative requirements.
Data Analysis: Analyze data and trends to improve resource reliability and performance reporting.
Issue Resolution: Investigate WFM-related complaints and collaborate with account and operations managers to enhance processes and service quality.
Team Resourcing & Development: Oversee team resourcing, engagement, training, and skill-building to align with operational needs.
Stakeholder Collaboration: Build strong relationships with stakeholders, customers, account managers, and the sales team to enhance service delivery.
Continuous Improvement: Identify and implement process improvements, updating SOPs and policies to optimize operations and achieve key performance goals.
Service Review Leadership: Lead service review meetings to resolve issues, strengthen relationships, and drive operational enhancements.
Requirements:
Bachelor's Degree in Human Resources or related fields.
Approximately 10 years of experience, with about 4 years in workforce management.
Hands-on experience managing 24-hour shift schedules.
Skilled in preparing and presenting team KPIs, productivity metrics, and project updates.
Proven ability to set and achieve team goals and objectives.
Strong customer service expertise and familiarity with process flows, policies, and procedures.
Excellent communication and interpersonal skills with a collaborative mindset.
Strong analytical and problem-solving abilities.
Solid team management experience, with prior experience managing a team of 15-20 members.#J-18808-Ljbffr