Senior Workforce Manager

hace 2 semanas

Bogotá, Bogotá D.E., Colombia IntouchCX A tiempo completo

About IntouchCX

About the Job


The Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.


As Senior Workforce Manager, You Will

  • Be responsible for various functions including capacity planning, resource management, forecasting, and scheduling
  • Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs
  • Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement
  • Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs
  • Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations
  • Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies
  • Drive business benefits through selfinitiated projects
  • Act as a Subject Matter Expert (SME) for resource planning and scheduling

Requirements:

As Senior Workforce Manager, You Have

  • Postsecondary degree, or certificate, with a focus in a related discipline (required)
  • Minimum 3 years experience in a Call Center or Service-Oriented Industry
  • Minimum of 3 years experience as a Workforce Manager managing multiple clients/accounts
  • Solid experience in Capacity Planning and Forecasting
  • Strong analytical, problemsolving, technical, informationmanagement, and decisionmaking skills are required
  • Excellent project management and computer (MS Office) skills
  • Demonstrated strong interpersonal and communication skills
  • Superior organizational skills and the ability to follow through
  • Service oriented attitude
  • Ability to adapt to change and innovation
  • Ability to work in a fastpaced, hectic, changing environment
  • Ability to adhere to all organizational policies and procedures
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • Strategic thinking skills
  • Experience planning and monitoring for results


Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

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