Global Workforce Optimization Specialist
hace 3 semanas
Msx International seeks an experienced workforce planner to join our team.
About the JobThe Workforce Manager will be responsible for optimizing staff performance and operational efficiency by forecasting, capacity planning, scheduling, and real-time monitoring. This role requires a structured and organized individual with adaptability to work in the dynamic automotive industry.
Key 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.
- 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.
We are looking for an excellent communicator with a problem-solving mindset as well as exceptional attention to detail. To be successful in this role, the Workforce 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.
The estimated salary range for this position is $85,000 - $115,000 per annum, depending on experience. A competitive benefits package, opportunities for professional growth, and a collaborative work environment make Msx International an attractive employer.
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