Senior Global Workforce Management Director

Come and join us! The Senior Global Workforce Management Director will be responsible for short-, medium-, and long-term forecasting, capacity planning, workload distribution & optimization and data governance for technical support sites across the globe, supporting different line of businesses (LOBs) in more than 20 languages. The role provides analytical support for site managers, creatively developing workforce staffing solutions, and developing daily workforce scheduling solutions that meet/exceed business goals and objectives.You'll partner with the Support Delivery team to share responsibility for meeting service levels and key performance indicators objectives across all channels, and ensure effective and efficient utilization of resources.

Preferred location: Orlando, Florida

What the Senior Global Workforce Management Director will do:

• Develop a workforce management model to support new industry verticals. Find opportunities for scale using through the optimization of workforce across different LOBs, products, channels and geographies.
• Manages the day-to-day activities of the Workforce Management Forecasting, Scheduling, Intra-day, and/or Change Management teams. Monitors the effectiveness and efficiency of the scheduling staff in aligning company-wide processes and procedures to achieve customer support key performance indicators.
• Oversees the process and development of all support center schedules and ensures that the call center is efficiently staffed to meet service metrics agreements. Monitors adherence to scheduling and service level parameters. Recommends adjustment as vital.
• Coordinates scheduling of different products/languages/sites considering minimizing under/overstaff, meeting utilization and occupancy levels. Acting as approval for training, changes in shifts, vacation, etc., based on service, quality, efficiency and customer experience.
• Defines staffing solutions to match the capacity with workload at intraday level, considering the learning curve, vacations, training needs, attrition, subject to operational and financial objectives. Communicate the hiring needs accordingly to the time needed.
• Develops an ecosystem for practical data and define practices for continuous investigation of past performance to gain insights, drive business planning and decision making process.
• Analyzes trends and captures input critical to accurate forecasting; provides analysis for forecasting and capacity planning. Compares actual results to forecasts on a daily, intra-daily, weekly, monthly, and annual basis to ensure appropriate staffing levels. Makes recommendations based on results for development/adjustment of staffing plans. With strategic direction, develops processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy.
• Function as a liaison with other areas to resolve issues affecting contact center personnel relating to staffing or capacity (i.e. implementation of new initiatives, product launches, and/or changes affecting customer relationships.
• Recognizes and recommends operational and support improvements to eliminate/reduce performance gaps.
• Work with the IT Support team in the definition, requirements and implementation of support infrastructure tools such as Omni channels routing capabilities, ticketing systems and reporting.

What We Like To See:

• Minimum of 10 years of experience in global call center workforce management function.
• Bachelor degree. Master degreed preferred.
• People management experience.
• Strong mathematical/statistics, analytical, communication and organization skills.
• Analytical thinking, creative problem solving and decision making.
• Proficient using MS Word and Power Point. Advanced in Excel (Modeling, Algorithms and Macros).
• Ability to adapt to change and implement quickly based on overall direction and needs of the company.
• Highly collaborative.
• Excellent written and oral communication skills.

Does this sound like you? If so, we hope to meet you!

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