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Position Summary
Metric's Office drives Customer Operations culture of quality, consistency and continuous development resulting in exceptional performance and a first-class customer experience.Workforce Enablement team sits within Metric's Office. Their role is to provide the data, analytics, and resource management services to ensure Customer Operations staffing levels are appropriate to handle the needs of the business.Reporting to the WFE - Manager, a WFE Specialist will be responsible in providing actionable insights to the business delivery teams including forecasting & planning, productivity, headcount tracking, and seating & space utilization. This role is the key interlock between Customer Operations, Human Resources and Finance.
Responsibilities
- Forecasting & Capacity Planning
- Develop detailed resource models to show headcount utilization and need for major CO delivery team functions
- Workforce Planner will be Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input for the capacity management process by use of standard forecasting tools and analysis.
- Also responsible for the capacity, staffing and resource management of one or more accounts and is providing guidelines and directions towards the WFM Scheduler creation
- Headcount Reporting & Analytics
- Provide recruitment pipeline requirement
- Position & Head Management
- Productivity Tracking
- Provide robust measures of efficiency/productivity for each major business delivery team function
- Scheduling
- Scheduling and shift optimization for Customer Support roles
- Stakeholder Engagement
- Work closely with Customer Operations team, HR and Finance partners to ensure Workforce Planning meets the business needs
- Should be able to develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions.
- Develop and produce performance information with which to inform, engage and influence various levels of operational management.
Qualifications
- 8-11 years of experience in managing a workforce management program, delivering resourcing plans for a variety of support and back office processing functions
- Must have good Communication skills
- Excellent database management skills
- Should have good analytical, Interpersonal skills & Problem Solving skills.
- Should have working knowledge of Capacity plan build and scheduling
- Exceptional communication and stakeholder management skills and experience partnering with senior business leaders
- Experience working in a highly complex global matrix environment
- Deep understanding of workforce planning, tools and methodology
- Understanding of business processes improvement and methods of working
- Strong interpersonal skills with all level of staff with excellent verbal and written communication
- Excellent planning, administration and organization skills
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.Our purpose is the foundation on which our culture is built. Our values of
Integrity, Partnership
,
Excellence
and
Change
underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants and employees religious practices and beliefs, as well as mental health or physical disability needs.Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
