ACTIVITIES PERFORMED ON THE JOB
- Team Leadership:
- Provide leadership and mentorship to the workforce management team, fostering a culture of high performance, professional growth, and continuous learning
- Cross-Functional Collaboration:
- Work closely with other departments to ensure workforce management practices are integrated with broader business strategies
- Engage with senior management and other key stakeholders to align workforce management strategies with business objectives and service level agreements
- Stakeholder Engagement:
- Collaborate with key stakeholders, including senior management, to ensure workforce management strategies align with business objectives and service level agreements
- Strategic Planning:
- Develop and implement a comprehensive workforce management strategy that aligns with the company’s goals and supports the contact center’s operational needs
- Performance Metrics:
- Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of workforce management strategies and drive continuous improvement
- Innovation and Improvement:
- Lead initiatives to optimize workforce management processes, incorporating best practices and innovative solutions to enhance efficiency and effectiveness
- Technology Integration:
- Leverage advanced workforce management tools and technologies to improve forecasting accuracy and operational efficiency
- Risk Management and Compliance
- Risk Assessment: Identify and mitigate risks related to workforce management, ensuring compliance with company policies and industry regulations
- Contingency Planning: Develop and implement contingency plans to address potential disruptions in workforce operations
NICE TO HAVE:
- Experience being a functional lead
- Experience managing managers
- Experience in setting functional level OKRs
- Experience in presenting to Director-level stakeholders
- Project Management qualifications (e.g. Prince or SixSigma)
Qualifications
QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED
- High level written & verbal language/communication skills. Intermediate or above computer literacy (MS Excel particularly), high level problem solving / analytical reasoning skills. High level stakeholder management skills.
Experience
- Min. 1 year in Agoda OR previous WFM experience, in a Contact Centre environment.
- Experience in leading and developing, in a technical environment.
- Experience in delivering high-level business objectives or initiatives.
