Global Workforce Planning Expert
3 days ago
Job Title: Workforce Manager
Overview
We are seeking a highly skilled and experienced workforce manager to oversee global workforce planning and real-time contact management across multiple international customer contact locations.
Key Responsibilities
- Forecast and schedule staffing needs across all contact channels and regions.
- Monitor and adjust real-time resource allocation to meet service levels.
- Manage demand fluctuations, including during disruption or emergency events.
- Collaborate with cross-functional teams to align resources.
- Oversee global case handling across systems.
- Track and report on agent adherence, occupancy, productivity, and performance.
- Lead operational readiness planning and contingency simulations.
- Provide daily/weekly/monthly performance reports and insights.
Qualifications & Experience
- Third-level degree in Business, Economics, Commerce, or equivalent experience.
- Proven experience in workforce management within a large contact centre.
- Strong people management and stakeholder engagement skills.
- Hands-on knowledge of contact centre tools.
- Advanced proficiency in Excel and reporting tools.
- Excellent analytical, communication, and problem-solving skills.
- Flexible, proactive, and capable of working independently and in teams.
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