Global Workforce Strategist

1 week ago

Dublin, Dublin City, Ireland beBeeWorkforce Full time €80,000 - €110,000
Role Overview

The role entails overseeing global workforce planning and real-time contact centre management across six international locations.

Key Responsibilities:
  • Forecast and schedule staffing needs to meet service levels across all channels and regions.
  • Monitor and adjust resource allocation in real-time.
  • Manage demand fluctuations during disruptions or emergency events.
  • Collaborate with the Command Centre and tech platforms (AWS, Verint, Conversocial) to align resources.
  • Support contact centre partners with scheduling and performance management.
Qualifications & Experience:
  • A degree in Business, Economics, Commerce, or equivalent experience is required.
  • Proven experience in workforce management within a large contact centre environment is essential.
  • Familiarity with contact centre tools such as AWS, Verint, and telephony platforms is necessary.
  • Excellent analytical, communication, and problem-solving skills are required.
  • Ability to work independently and in teams, with flexibility and proactivity, is highly valued.
Working Conditions:
  • Full-time working hours with flexibility for support during disruptions.
  • Occasional international travel to contact centre locations may be required.

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