Director Workforce Management EMEAFull time contract | Sofia
Coordinate all aspects of workforce planning, scheduling, real time management & Revenue Forecasting for assigned program(s). Serve as a liaison between Service Delivery, Client Services, Business controllers and Workforce Planning Department for all forecasting and scheduling requests to ensure client service level agreements are being met. Ensure effective utilization rate of the program(s). Partners with Service Delivery and Client Service on effective client communication related to workforce planning. Engages with Business Controllers and Delivery Teams for all decisions related to Financial forecasting and planning.
Lead multiple teams and team members, foster their professional development and growth, and promote teamwork and cooperation.
Assist in planning and administration of annual operating budget.
Consult with local managers, project managers and other key players to define scheduling/forecasting requirements to meet call center metrics and communicate workforce scheduling and intra-day operations objectives.
Implement and maintain intra-day workforce team responsible to assist service delivery achieves desired performance metrics.
Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.
Act as a resource to provide best practices to assist management in scheduling and workforce planning. Coordinate automation and operational changes that increase revenue and margin, reduce labor costs, add value for customer, and increase overall quality of service delivery.
Analyze scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation.
Compile and interpret statistical information to calculate and project staffing requirements of department.
Prepare charts, diagrams, and other reports to assist in scheduling and/or forecasting as needed.
Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting.
Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.
Reviews daily / monthly revenue projections in comparison with commits to company and provided directions / mitigation plans to Service Delivery Leaders on bridging the gaps
Creates innovative solutions on cost reductions and revenue optimization.
Identifies opportunities to improve efficiencies which will help in improving margins and profitability Maintains an inventory of critical financial reports which can be presented to Sr.
Management as and when required
Strong verbal and written communication skills and ability to communicate with all levels of the organization
Knowledge of contact center industry and best practices, plus knowledge of metrics, forecasting, staff planning, and scheduling
Ability to interact effectively with all levels of management and customers.
Ability to work with minimal guidance or supervision
Ability to be flexible and quickly adapt to changing business needs and processes
Ability to motivate and mentor team; presenting new opportunities and challenges for additional development
Ability to think analytically and logically
WFM application experience (IEX and Genesys preferred but will take any tool experience)
Outsourcing experience for 4+ years
WFM experience for 3+ years
WFM Mgt experience for 2+ years– We offer competitive salary
Life at Sutherland:
– Excellent social benefits package including Health Insurance, Life Insurance, Food vouchers, Compliment Cards, Transportation allowance
– Rewards and recognition programs
– Internal trainings following the leading global standards
– Career development opportunities in a big international company
– Great office location
– Team Building activities, Charity events and initiatives and many other company events
The information provided by you is personal and will be protected.
If you find this opportunity suitable for you and you want to develop your career in a company which upholds highest industry standards, please send your CV (in English).
Only the shortlisted candidates will be contacted.