Workforce Manager
hace 5 días
Are you an experienced workforce planner? Are you structured, organized, and do you have the adaptability to work in the dynamic and competitive automotive industry?
MSX International has the job for you
The RoleThe Workforce Planner will manage the forecasting, capacity planning, scheduling, and will oversee real-time monitoring activities to optimize staff performance and operational efficiency. The role focuses on balancing workload, ensuring adherence to KPIs, and improving workforce utilization in alignment with the project’s objectives, quality standards, and customer satisfaction goals.
Responsibilities- Forecasting: Analyze historical data to produce accurate forecasts for scheduling and daily operations. Identify patterns and trends in interaction volumes and handling times to anticipate workload fluctuations. Adjust forecasts to reflect emerging trends or significant changes in business needs.
- Capacity Planning: Develop annual and long-term capacity plans in collaboration with the global operations team. Perform short-term capacity planning to adapt to changes or trends in staffing requirements.
- Staff Optimization: Ensure staff is organized and scheduled effectively to meet workload demands. Regularly monitor and optimize workforce structures to align with operational needs.
- Scheduling: Create bi-monthly schedules for 8-9 week periods, ensuring optimal staff utilization. Incorporate advisor preferences, contract rules, and absence planning into the scheduling process.
- Real-Time Monitoring (RTM): Oversee team leader real-time adjustments to balance workloads, minimize waiting times, and ensure service levels (SL) for phone, chat, and emails are met. Monitor advisor occupancy and manage on-the-spot adjustments to achieve daily operational targets.
- Time Reporting: Manage absence and time reporting for employees across all engagement centers. Track individual time-off balances, including vacation, time-for-time, and additional leave.
- Continuous Improvement: Identify and implement improvements in workforce management processes to enhance efficiency and accuracy. Collaborate with cross-functional teams to share best practices and develop innovative solutions for operational challenges.
Our ideal Workforce Manager will be an excellent communicator with a problem-solving mindset as well as exceptional attention to detail.
Qualifications- Strong analytical and problem-solving skills with the ability to interpret complex datasets.
- Expertise in workforce management tools and systems, including forecasting, scheduling, and reporting platforms.
- Proficiency in statistical analysis, capacity planning, and operational optimization.
- Effective communication skills to collaborate with diverse teams and present actionable insights.
- Familiarity with KPI management, service level agreements, and workforce efficiency metrics.
- Advanced knowledge of Excel and WFM software; experience with automation tools (RPA) is a plus.
- Bachelor’s Degree in Business Administration, Economics, Human Resources or a related field, or equivalent professional work experience.
- Minimum of 2 years experience in workforce management, capacity planning, and real-time monitoring is required.
The ideal candidate must be fluent in English (both written and spoken) with a B2 level of Spanish.
What Do We Offer You?- Full-time indefinite contract. 40 hours a week, Monday – Friday.
- You will be part of a great team of professionals in an internationally consolidated company.
- You will acquire a global vision of the automotive sector, relating to customers, suppliers, consultants, and dealers.
- MSX Bazaar: Shopping portal exclusive for MSX employees.
- 23 days of vacations + 3 extra days.
- Internal training plan.
Do you think you are the ideal person for this position? We want to meet you Apply for the offer quickly and we will review your application.
Who Are We?With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry-leading expertise that spans:
- Consumer Engagement
- Diagnostics & Repair Enhancement
- Warranty and Repair Efficiency
- Technical Information
- Learning Solutions
- Sales Performance
Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.
The MSXI PurposeTo empower Movers and Makers to thrive in our ever-changing world.
The MSXI VisionTo be clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.
The MSXI MissionWe harness our expertise in mobility, the creativity of our global teams, and the power of technology to craft tailored, sustainable, and innovative solutions.
MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.
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