8+ years management experience in a global workforce planning, supply chain, or operations management environment.
Develop the global workforce management strategy to drive optimal outcomes for all contact centers.
Expert knowledge of workforce management theory and best practices.
Prepare strategic business plans for workforce management processes, including new software and equipment upgrades, forecasting strategies, and new hire staffing recommendations. Manage intraday activities.
Direct management of WFM/WFO activities and staff in participating projects, including shared services contact centers.
Work with business leaders to develop impactful and measurable workforce plans and metrics to drive talent decisions.
Participate in cross-functional initiatives in support of the overall online strategy, providing executive-level communication and insight.
Partner with customers, WFM, and leadership teams to execute business strategies by effectively organizing and managing the workforce to address workload demands.
Identify opportunities to streamline the end-to-end workforce planning process, considering user experience.
Demonstrate strong analytical, organizational, and project management skills. Possess strong knowledge of multiple workforce management platforms and working knowledge of multiple telecom and other channel platforms.
Conduct audits or other quality control inspections.
Develop and implement processes and review local project operational documents.
Perform other performance and process improvement activities as needed.
Provide guidance, training, and/or mentorship to other team members as needed.
Align individual, team, and company goals through the implementation of effective rewards and recognition programs.

Skills

Effective communication skills.
Good knowledge of MS Excel and PowerPoint.
Proficiency with computers.
Willingness to work a flexible schedule, primarily in North American hours.
Drive for self-learning and knowledge enhancement.

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