Workforce Management Senior Specialist

 
Workforce Management area is responsible for the day-to-day operation of the Workforce Management department providing strategic and tactical support to Operations management. Major part of his/hers activities also consists of coaching and guiding the team. It is expected a strong background on workforce management processes as well as the knowledge of operational subjects to avoid operational capacity impacts.
 
Bachelor’s degree from disciplines of Computer Sciences, Industrial Engineering, Maths, Statistics, or Business.
Minimum of 5 years ‘experience’ in workforce management.
Proficiency in Business Intelligence and Reporting tools (i.e. Cognos, Business Objects, Qlikview, Avaya, Cisco CUIC).
Proficiency in Workforce Management systems (i.e. Verint, IEX Nice – Totalview, Invision, Aspect, Teleopti or others).
Advanced skills in Microsoft Excel and Power Point.
Desirable skills in Visual Basic, SQL and other programming languages.
Demonstrated ability to build strong relationships to at all levels of the organization
 
Job Description:
 
Lead and develop operations to ensure efficiency of the area, satisfaction of customers and clients.
Perform all duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.
Assist in development of alternative workforce strategies to support operation team
Prepare, analyze and act on workforce management related metrics/KPI’s
Achieve all established service standards and turnaround times.
Effectively manage the daily activities of the department to ensure maximized scheduling and real-time utilization of resources.
Initiate, research and recommend process and workflow enhancements to increase efficiency.
Support the implementation of new business and systems.
Develop statistical/staffing models for internal product/process changes as well as regional integration initiatives.
Support ad-hoc reporting for presentations and promotional materials.
Produce bi-weekly mid-term outlook plans and present to management with hiring recommendations for the business unit.
Participate on cross-divisional teams related to Reporting/Data Quality initiatives.
Provide strategic recommendations for Operations processes and technology to increase speed-to-market for new products and services.
 
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