Workforce Optimization Manager
hace 13 horas
Are you a strategic workforce planner seeking to optimize staff performance and operational efficiency? At Msx International Inc., we are looking for an experienced Workforce Optimization Manager to join our team.
About the Role
We are seeking a skilled professional to oversee forecasting, capacity planning, scheduling, and real-time monitoring activities. The ideal candidate will analyze historical data to produce accurate forecasts, identify patterns and trends in interaction volumes and handling times, and adjust forecasts to reflect emerging trends or significant changes in business needs.
The successful Workforce Optimization Manager will 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, and ensure staff is organized and scheduled effectively to meet workload demands.
Responsibilities:
- Forecasting: Analyze historical data to produce accurate forecasts for scheduling and daily operations.
- CAPACITY PLANNING: Develop annual and long-term capacity plans in collaboration with the global operations team.
- Staff Optimization: Ensure staff is organized and scheduled effectively to meet workload demands.
- Scheduling: Create bi-monthly schedules for 8-9-week periods, ensuring optimal staff utilization.
- 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.
- Time Reporting: Manage absence and time reporting for employees across all engagement centers.
Requirements and Qualifications
To be successful in this role, the Workforce Optimization Manager will have:
- 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.
What We Offer
We offer a full-time indefinite contract with 40 hours a week, Monday – Friday, and a competitive salary of approximately $85,000 per year. Our team is part of an internationally consolidated company with a great culture, opportunities for growth, and a comprehensive benefits package, including 23 days of vacations, internal training, and access to MSX Bazaar, our shopping portal exclusive for employees.
Msx International Inc. 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.
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