Regional Manager for the Workforce Management team

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We are looking for a new Regional Manager for the Workforce Management team! The role will report globally and will have as main responsibilities to:

• Manage multiple WFM teams in various locations
• Lead and participate in cross-functional teams for global and regional efforts
• Ensure that appropriate call center schedules are designed, implemented, and released on time
• Ensure that appropriate real-time monitoring occurs and that necessary actions are taken to identify and address both anticipated and developing conditions
• Ensure that all WFM team members understand their responsibilities and the business impact of their roles, recommendations, and decisions
• Represent the company and workforce management in ad-hoc meetings, business reviews, presentations, workshops, and other client-facing activities
• Recommend and develop procedural and operational guideline changes to improve efficiency and effectiveness
• Create and maintain reports from workforce management platform and other sources
• Align individual, team, and company goals through implementation of effective rewards and recognition
• Participating in the budget exercise active
• Making sure there is a consistent process across all projects from a WFM perspective
• Work on the team engagement and on developing their skills and participate actively on the career growth of WFM analysts
• Work with Customer/OPS/WFM Director on initiatives to support new business growth
• Guarantee proper escalation paths are followed
• Organize coaching, one to ones with the direct team
  
  

The ideal candidate:

• Between 3 to 5 years experience in a multi-site environment including managing or supporting forecasting, scheduling, and real-time management strategies
• Strong team building skills
• Strong ability to lead and partner in cross-functional teams
• Demonstrated experience managing team members in remote locations
• Knowledge of workforce management theory and best practice
• Advanced knowledge of the BPO call center industry
• Strong knowledge of multiple workforce management platforms
• Familiarity with Lean, Agile, Six Sigma or other continuous improvement programs
• Ability to communicate clearly and persuasively both verbally and in writing
• Ability to present complex ideas and situations in ways that are readily understandable by non-experts
• Willingness to work a flexible schedule when needed (standard working hours are Monday - Friday, 9:00 -18:00 EET)
• Willingness for 10-20% travel
• Relevant degree preferred
• Line adherence and productive model experience
  
  

We offer:

• Multilingual exposure – we serve international clients daily
• Positive environment – we care about the well-being of our employees, invest in their development, encourage fun and team building initiatives
• Community projects – we run CSR (Corporate Social Responsibility) events all year long. Make the world better, together with us!
• Private medical insurance coverage benefit from a Professional package
• Meal tickets shall be granted monthly
• Special discounts provided by our partners in different industries (Banking, Telecom, Gym & Fitness)
  
  

Skills

Req_00082407

Required Language(s)

English