Curran Daly & Associates
Published
January 6, 2020
Category

Description

Role Overview:
The Senior Workforce Manager provides expert leadership over all facets of workforce management i.e. capacity management, long-term forecasting/planning, scheduling, real-time capacity and service level management, reporting and analytics. The person in the role will lead a team composed multi-faceted WFM professionals and will directly interact with senior business leadership and clients.
He/She should be a strong collaborator with Operations and other support groups (Learning, Quality, Talent Acquisition, among others) in adhering to operational contractual obligations, and driving continuous improvement, innovation and operational excellence.

Key Qualifications

Key Qualifications:
  • College graduate with a degree in management, engineering, business or other related degree courses
  • At least ten (10) years of workforce management experience in the BPO setting inclusive of at least three (3) years in managerial role
  • Extensive experience and proven expertise in workforce management supporting multiple client portfolio of up 1000+ FTE
  • Proficient in business communication and presentation skills in English
  • Data-driven and strong analytical skills
  • Expert user of at one or more workforce management tools
  • Proven ability to lead teams, motivate team members and influence peers and partners from other functional groups
  • Available to work primarily UK business hours but flexible to schedule adjustments as needed by the business
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