Workforce Planning Manager

hace 1 mes

Calvos, Orense, España Society of Workforce Planning Professionals A tiempo completo
Job Summary

We are seeking a highly skilled Workforce Planning Manager to join our team at the Society of Workforce Planning Professionals. As a key member of our organization, you will be responsible for overseeing the command center operations for our Diabetes Support program.

Key Responsibilities
  • Provide 24/7 global command center oversight to ensure seamless delivery of customer service.
  • Monitor business process outsourcing (BPO) and international managed operations to optimize agent resources.
  • Meet business service level metrics by reallocating agent resources based on current intraday interval performance spikes and dips.
  • Communicate intraday performance trends, barriers, and risks impacting the call center's ability to meet service level goals.
  • Manage requests for scheduled activities, such as meetings, trainings, and coaching, to ensure optimal agent utilization.
  • Monitor adherence activities to provide data-driven coaching and ensure adjustments are made to protect adherence data reporting and agent occupancy.
  • Optimize agent resources by monitoring queue activity and agent state durations.
  • Develop business continuity plans and communicate risk and action/mitigation plans to ensure system/network accessibility and availability.
  • Identify and communicate solutions for trends/barriers impacting the call center's performance.
  • Responsible for creating playbooks to standardize processes and improve efficiency.
Requirements
  • Minimum of 5 years of relevant experience in workforce planning or a related field.
  • Advanced degree with a minimum of 3 years of relevant experience may be considered.
  • Experience leading global teams and managing high-volume, fast-paced contact center environments.
  • Strong analytical skills in call volume, employee workloads, and staffing optimization.
  • Knowledge of call center workforce management and network routing technologies.
  • Experience with BPOs and analytical and management reporting tools.
  • Ability to analyze performance trends and operational metrics to identify and articulate performance issues and improvement opportunities.
  • Strong attention to detail and ability to work with and communicate workforce management strategies with operational leadership.
  • Ability to solve problems guided by general organization objectives, policies, and goals.
  • Excellent negotiation skills and consensus building.
  • Ability to communicate and collaborate effectively in a highly matrixed environment.
  • Strong written and oral communication skills.
  • Ability to develop people and drive performance.
  • Advanced results orientation and execution skills.
  • Ability to understand and use business and financial measures.
  • Ability to develop opportunity assessments.
About Us

The Society of Workforce Planning Professionals is a leading organization in the field of workforce planning. We are dedicated to advancing the practice of workforce planning and providing our members with the tools and resources they need to succeed. We are committed to making a positive impact on the lives of our customers and the communities we serve.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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