- Leadership and Strategy: Steer a dedicated team tasked with the comprehensive management of planning, forecasting, scheduling, and real-time resource allocation to optimize operational efficiency.
- Workforce Forecasting Oversight: lead the workforce forecasting initiative, ensuring accurate and efficient staffing predictions to meet business needs.
- Continuous Process Improvement: Regularly assess and refine reporting, staffing, and scheduling methodologies to increase productivity and efficiency.
- Scheduling Optimization: Actively analyze and propose enhancements to scheduling practices, incorporating strategic insights on staffing requirements, long-term planning, and optimization strategies for resource allocation.
- Shrinkage Management: Skillfully manage requests for time-off, ensuring balanced scheduling that accommodates both employee well-being and operational demands.
- Performance Analytics: Lead comprehensive staffing review sessions, delivering critical analytics on past, present, and forecasted performance, while pinpointing potential risks and opportunities.
- Operational Excellence: Direct the daily execution of scheduling and workload analysis, ensuring optimal routing and adherence to service level agreements.
- Innovation and Improvement: Champion the identification and implementation of operational enhancements and support mechanisms to advance business objectives.
- Team Development: Foster the growth and professional development of the Workforce Management (WFM) team, encouraging engagement with industry trends, skills, and standards.
- Strategic Collaboration: Coordinate effectively with Client, HR, Support departments, and Operational teams to align business needs with resource allocation, ensuring seamless operational continuity.
Language Proficiency: Fluent in English (Level B2).Technical Skills: Proficient in Microsoft Office applications.Industry Experience: Minimum of 4 years' experience in the BPO sector, with at least 1 year in a Workforce Management Supervisor role.Methodology Exposure: Familiarity with improvement frameworks such as COPC, Lean Six Sigma, preferred.Forecasting: Demonstrated expertise in forecasting techniques.Core Competencies: Exceptional problem-solving abilities, communication, leadership skills, and analytical thinking.Writing Proficiency: Strong business writing capabilities.RTM Knowledge: Experience in Real-Time Management (RTM) preferred.