Strategic Workforce Management Leader

Strategic Workforce Management Leader

Full-time

Hybrid onsite from west metro Twin Cities, MN

In this highly strategic position, you will be responsible for reaching the Workforce Management objectives for our Customer Experience organization. Through direct management of approximately 40 internal and external resources located across the world, they will be responsible for long-term and short-term capacity planning and resource scheduling for over 9000 customers in over 100 sites across the world.

This role will be instrumental in accomplishing the following:

– Ensuring that our commitments to our clients (such as service levels) are met

– Achieving cost efficiencies for the Experience organization

– Improving employee satisfaction through improved resource scheduling

Leadership

– Motivate and inspire global and cross-functional teams

– Lead analytical, data-driven, and tactical planning

– Identify and utilize employee strengths, while developing areas of opportunity

– Collaborate, gain agreement, and communicate multiple competing priorities

– Manage teams to proactively analyze staffing requirements, implement plans and adapt to business or external changes

– Lead and influence operational teams to execute real-time plan adjustments to improve service levels

– Assist in resolving serious customer complaints and escalated issues

– Develop new capabilities within the team to drive client satisfaction, growth, and operational efficiency

Workforce Management

– Develop a successful structure to drive workforce management strategies and continuous improvement to our service: Real Time Management, Intraday Analysis

– Forecasting and Scheduling, and Capacity Planning

– Create strategic recommendations to improve productivity and staffing utilization while balancing service levels, customer experience, and costs

– Continuously improve Workforce Management planning accuracy

– Managing teams and processes that improve forecasts, capacity plans, and schedules

– Identify, and codify workforce management best practices globally, and deploy these in the service centers, along with WFM tool rollouts

– Manage and maintain usage process standards of the Workforce Optimization tools surfacing enhancements and business requirements

Qualifications – Internal

– 10-plus years of Workforce Management experience including leading WFM teams

– Experience in large, highly complex global environments

– Four-year college/university degree

– MBA/Post-graduate degree a plus

– English fluent

Knowledge, skills, and abilities

– Strong influence and leadership skills and experience

– Forward-thinking, transformative, and experienced with leading-edge workforce optimization processes and strategies

– Strong business acumen. The ability to relate WFO processes and objectives to broader business issues and vice versa

– Broad working knowledge of WFO systems, tools, and processes

– Good decision-making capability supported by excellent analytical and presentation skills