Lead Workforce Management Specialist

hace 2 semanas

Barcelona, Barcelona, España SumUp Inc. A tiempo completo
Job Summary

We are seeking a highly skilled and experienced Workforce Management Director to lead the development and implementation of workforce management strategies across our customer service organization.

Key Responsibilities
  1. Develop and Implement Workforce Management Strategies: Design and implement workforce management strategies that drive operational efficiencies, increase productivity, and improve customer experience.
  2. Manage and Mentor Workforce Management Team: Lead and mentor a team of workforce management analysts responsible for forecasting staffing needs, scheduling, and real-time monitoring of service levels.
  3. Analyze Data and Trends: Analyze data and trends to identify opportunities to optimize staffing levels, improve service levels, and reduce costs.
  4. Collaborate with Cross-Functional Teams: Work cross-functionally with other teams to ensure alignment of workforce management strategies with business goals.
  5. Develop and Maintain Key Performance Indicators: Develop and maintain key performance indicators (KPIs) to track performance across the workforce management team and customer service organization.
  6. Develop Long-Term Workforce Management Strategies: Collaborate with senior leadership to develop and implement long-term workforce management strategies that support the growth and success of the business.
  7. Develop and Maintain Relationships with External Vendors: Develop and maintain relationships with external vendors and partners to ensure the delivery of workforce management services that meet business needs.
Requirements
  1. Bachelor's Degree in Business Administration, Mathematics, Statistics, or Related Field: A bachelor's degree in business administration, mathematics, statistics, or a related field.
  2. 7+ Years of Experience in Workforce Management: 7+ years of experience in workforce management, with at least 3 years in a management role.
  3. Strong Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills with experience in data analysis and forecasting.
  4. Experience with Workforce Management Software and Tools: Experience with workforce management software and tools, such as Verint, IEX, or NICE.
  5. Excellent Communication Skills: Excellent communication skills, with the ability to present complex data and insights to senior leadership.
  6. Ability to Work Collaboratively: Ability to work collaboratively with cross-functional teams and stakeholders to achieve business goals.
  7. Demonstrated Experience in Developing Workforce Management Strategies: Demonstrated experience in developing and implementing workforce management strategies that drive operational efficiencies, increase productivity, and improve customer experience.

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