Manager Workforce Management

about Randstad enterprise

Randstad Enterprise Group (REG), a new world-class talent advisory infrastructure that leverages Randstad&aposs breadth of services to build total talent models that generate maximum business value for clients. Bringing together Randstad&aposs global strategic accounts teams, with the sales and solution design functions of world-leading RPO and MSP provider Randstad Sourceright, the new group is focused on elevating enterprise customer value propositions and developing strategic roadmaps across the total talent lifecycle by drawing on Randstad&aposs complete portfolio of services, products and solutions globally.

About Team

Our team is a group of talented and dedicated professionals who are passionate about our work and committed to delivering exceptional results. We are a close-knit group that values collaboration, open communication, and a supportive work environment. Our team is responsible for recruiting operations clients across the globe, and we take pride in the important role we play in achieving the goals of our client&aposs business. We are a diverse group with a range of skills and backgrounds, and we believe that our differences make us stronger.

We are committed to fostering a culture of learning and growth, and we encourage each other to take on new challenges and develop our skills. We believe in working hard and having fun, and we enjoy celebrating our successes together as a team.

About Job

The Workforce Management team drives solutions and strategies that maximize efficiency and maintain employee and customer satisfaction. As the Director, Workforce Management, you lead a team of Managers, Analysts, Schedulers and Real-time Coordinators supporting global operations across multiple clients and verticals. In close partnership with the Operations teams you will leverage your subject matter expertise in metrics, reporting and data analysis to determine the best use of time, people, and systems to meet the business needs of today and tomorrow.

Responsibilities

• Develop and implement workforce management strategies to meet the business objectives of the organization.
• Analyze historical data and trends to forecast staffing needs, ensuring alignment with client requirements and SLAs.
• Collaborate with senior management and clients to create long-term workforce plans that support business growth and scalability.
• Lead, mentor, and develop a team of workforce analysts and Business Intelligence analysts
• Front end client discussion related to volume and headcount planning and WFM metrics discussion
• Forecast staffing requirements based on historical data and predictive analytics.
• Foster a culture of continuous improvement, encouraging innovation in workforce management practices. Leverage technology to automate and streamline processes.
• Ensure efficient scheduling of staff to meet forecasted demand while optimizing labor costs and ensuring compliance with labor laws.
• Implement and maintain workforce management tools and software to streamline forecasting and scheduling processes.
• Monitor real-time performance metrics and adjust staffing plans as needed to maintain service levels.
• Coordinate with operations to manage intra-day staffing adjustments and address any service level deviations.
• Develop and deliver comprehensive workforce management reports and dashboards to senior leadership and clients.
• Analyze workforce data to identify trends, variances, and areas for improvement.
• Provide insights and recommendations to optimize workforce performance and enhance operational efficiency.
• Serve as the primary point of contact for workforce management-related matters with clients.
• Ensure that workforce management practices align with client expectations and contractual obligations.
• Identify and implement best practices in workforce management to drive efficiency and effectiveness.
• Lead initiatives to improve workforce planning processes, tools, and methodologies.
• Stay current with industry trends and advancements in workforce management technologies and practices.

Qualification:

• Bachelors degree in Business, Operations Management, or a related field. Masters degree preferred.
• Minimum of 15 years of experience in workforce management, with at least 6 years in a leadership role within a BPO environment, with a focus on workflow and staffing.
• Strong understanding of workforce management tools and software.
• Proven ability to develop and implement workforce management strategies that align with business goals.
• Excellent analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
• Strong leadership and team development skills, with experience managing a diverse workforce management team.
• Effective communication and interpersonal skills, with the ability to work collaboratively with clients, senior management, and cross-functional teams.
• Proficiency in workforce management software and reporting tools.
• Six Sigma or Lean certification would be added advantage
• Experience in managing client relationships and ensuring alignment with service level agreements.