Customer Service Workforce Manager-WFM Strategy Consultant

Key Responsibilities

• Strategic Workforce Planning: Develop and execute comprehensive workforce strategies to meet long-term business objectives and service level agreements.
• Forecasting: Utilize advanced analytical techniques to predict future workforce needs, ensuring alignment with business growth and seasonal variations.
• Scheduling: Oversee the creation and management of efficient schedules that optimize workforce availability and productivity while meeting service level targets.
• Real-Time Management: Lead real-time analysts in monitoring and adjusting workforce performance to maintain operational efficiency and address immediate challenges.
• BPO Vendor Management: Partner with BPO operations in Egypt and the Philippines to ensure seamless integration and alignment with contractual penalties & incentives.
• Performance Management: Utilize the IEX NICE platform to track, analyze, and enhance workforce performance, implementing continuous improvement initiatives.
• Reporting and Analytics: Direct the reporting team to deliver accurate and timely performance reports, providing actionable insights to senior leadership.
• Stakeholder Engagement: Collaborate with Executives and Operational leaders, and other key stakeholders to address workforce-related challenges, drive strategic initiatives, and support organizational goals.
• Budget Management: Construct and support the workforce budget of nearly $*** million, ensuring cost-effective allocation of resources and adherence to financial targets.

Qualifications

• Bachelor's degree in Business Administration, Human Resources, or a related field; Master's degree preferred.
• Minimum of 10 years of experience in workforce management, with at least 5 years in a senior or managerial role.
• Extensive experience offshoring experience
• Proficiency with the IEX, NICE, and PowerBI.
• Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights.
• Excellent leadership and team management skills, with a proven ability to lead cross-functional teams.
• Exceptional communication and interpersonal skills, capable of influencing and engaging stakeholders at all levels.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Green Belt Certification required; Black Belt Certification preferred.
• Preferred Qualifications: MBA Certification in workforce management or related areas. Black Belt Certification Experience in the energy sector or similar industries.