Director of Workforce Management

Job title: Director of Workforce Management

Job description: THE ADVANTAGE

When you’re an employee of Advantage Communications, you’re home. Located at the Towers in New Kingston, we are looking for strong community leaders who embody our 4 core values. If you are a positive person, honest, humble and fun to work with, we’d very much like you to become a member of our team!

CAREER SUMMARY

The Director of Workforce Management is responsible for strategic and operational planning efforts encompassing Capacity Planning, Forecasting, Scheduling, Intraday and crisis management for multiple clients and contact centers in Canada, Jamaica and Mexico. The Director provides direction and guidance to the Capacity planning, Forecast/Scheduling and Intraday Management teams on application of effective Workforce Management practices that ensure staffing effort is responsive to client and shareholder interests. The Director serves as the lead consultant to the business on implementing and leveraging hiring and forecasting models to optimize operational resource management and its impact on program financial results. The incumbent will follow appropriate information flow and incorporation of inputs such as operational metrics and trending to assure sound business decisions produce desired result.

REPORTS TO: This position reports to the Vice President, Workforce Management

RESPONSIBILITIES:

• Oversee the development and maintenance of long-term Capacity planning models to determine future growth needs; partner with Leaders and Clients to identify global capacity requirements and constraints; ensure resource availability is aligned with revenue and expense targets
• Provide input to the Operation and Executive team when they are evaluating alternatives to a multitude of business issues, including technology, process, contractual measures new acquisitions and program growth
• Responsible for establishing effective WFM reporting solutions and implementation of Best Practices to standardize and improve performance.
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, skill changes and call routing to manage performance to established service requirements
• Work with operational leadership at all levels to improve program profitability (Gross Margin) through development of appropriate WFM strategies for all programs
• Establish strong client relationships
• Implements and maintain fair and consistent scheduling practices that balance employee needs, business objectives and applicable labor standards
• Oversee communication activities with respect to Scheduling initiatives, – partner with WFM team, Program Leaders and HR to determine priorities and communication strategy for WFM to employees
• Ensures appropriate WFM workflow and standard process documentation
• Oversee the creation and maintenance of long and short-term forecasts and staffing practices, including shrink and AHT patterns, to ensure optimal resource delivery to client KPI’s
• Establish and oversee regular analysis of contact center performance and review results against company objectives; identify risk/exposure; provide regular feedback and chart recommendations and effectively communicate changes to the Operation; measure accuracy and account for variances.
• Align WFM activities with individual Client contracts. Serve as a SME resource in this regard to operational partners to ensure alignment with client expectations.
• Utilize best in class staffing model methodologies.
• Partner with HR, Recruiting and operational stakeholders to improve retention strategies. Assist in creating strategies to increase employee morale and maintain high employee satisfaction
• Support WFM staff through hands-on development / training of industry best practices on forecasting, scheduling and intraday management and Administration of the company’s scheduling software in a complex multi-site, multi-LOB, multi-client environment operating both on and offshore
• Oversee schedule software implementation and upgrades to incorporate new functionality and increase WFM platform functionality
• Serve as a consultant to internal and external clients and provide in-house technical expertise on Workforce Planning Technology and Best Practices
• Lead a staff of Regional Managers and Analysts. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws; including hiring, coaching and mentoring direct reports; provide career development, professional growth and foster professional development, teamwork and cooperation of team members operating in a virtual environment

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.

QUALIFICATIONS:

• Bachelor or business degree, or equivalent combination of education and experience required
• Minimum of Five (5) years Operating in Workforce leadership roles within a multi-site contact center environment
• Minimum of Two (2) years managing interval management model across multiple sites
• Advanced working knowledge of Excel, Workforce management software (Aspect, IEX, Teleopti) and contact center technology (ACD’s, Predictive dialers, chat applications, etc)
• Strong knowledge of risk analysis and use of analytical techniques.
• High level of expertise in Workforce management systems and processes
• Advance knowledge of contact center reporting practices and database software
• Proven ability to manage tactically and strategically in a virtual environment
• Demonstrated detail orientation, analytical, problem solving and decision making ability
• Ability to handle multiple projects and meet aggressive deadlines
• Forward thinker with the ability to drive process improvements through the organization
• Superior presentation, communication, and interpersonal skills
• Demonstrated ability to motivate, lead and develop high functioning teams operating in a virtual environment
• Financial acumen working in an outsourcer environment
• Ability to remain abreast of the changing trends in the contact center industry and recommend corresponding strategies

Company: Advantage Communications

Expected salary:

Location: Canada

Job date: Sun, 16 Jan 2022 02:00:44 GMT

Job Source: Careerjet.ca

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