Resource Management Lead

CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary.
As a flexible first organization, you can find our remote and on-site locations here.

Primary Responsibilities

Contributes to the ongoing execution of the Global Services and Delivery (GSD) resource strategy and management function, including supporting the respective delivery teams as the need arises.

Working with other GSD functions e.g.

Enablement, this role is responsible for the deployment of skilled GSD resources to and from engagement delivery teams at the right place and the right time and contributes to successful customer engagements worldwide.

The Resource Management Lead must show excellent coordination skills and provide strong process and operational support and thought leadership to the team, as follows:

- Centrally manage resourcing supply requests from service delivery teams.
- Keep eye on current market dynamics in terms of resource availability and skills.
- Innovative thought leadership to meet business requirements during peak/critical requirements
- Work with delivery management on gathering detailed information on current and future resource demand needs:

- Identify potential capacity concerns
- Propose action plans to address issues
- Deliver/coordinate actions once agreed
- Act as a single point of contact point for resource queries and escalations from delivery management for:

- Rotation and development of staff; plans to backfill as applicable
- Engaging appropriate parties to agree a structured way forward and deliver to agreed plan.
- Using the current tools, track the recruitment, movement and assignments of GSD resources. Working with Human Resources, maintain up-to-date status on open/closed job requisitions and positions as well as the respective “Career Compass”.
- Work with GSO in creation of appropriate internal reporting requirements and support the leadership team for any specific initiatives or issues. Support Deep dive analysis for areas of utilization leakage; recommendations to restructuring of delivery teams to maximize resource effectiveness.
- Work with the respective Resource and Demand Management Process Owner, reviewing working practices and regularly making recommendations for continuous improvements to process supporting documentation and standards.
- Work with delivery leadership to identify enablement and learning path needs (covering all skills), be aware of the development needs of staff, and where possible aligning this with relevant resource requests to meet business objectives and career objectives.
- If applicable, provide team leadership skills in providing guidance and direction to others.
- Administratively support the interview process for bringing new talent into CSG.

Key Outputs & Accountabilities
- Digital Influencer - sharing information about positions, recognition, enablement, news on several social medias.
- Manage the Interns and distribute according to skillset to several areas inside DWMS
- Understand technology world and GSC products in order to onboard the new hires
- Work close to HR for welcoming/onboarding
- Work close to Enablement team to set up appropriated training path by career
- Responsible for career progression plan for several positions
- Help the managers to analyze performance

Desired Skills & Experience
- Excellent communications skills - both verbal and written. Able to communicate and influence at all levels effectively.
- Experience in Telecommunication industry is preferred
- Well-developed analytical and problem-solving skills
- Process oriented, with ability to fast-track, e.g. take pragmatic short cuts where appropriate
- Prior experience working in a training and people development role an advantage
- 3-5 years of work experience in software or outsourcing industry or related fields
- Developed team leadership skills in providing guidance and direction to others