Position Summary: Manages a Global Workforce team optimizing capacity planning, syncing recruitment capacity, available client forecasts and financial objectives. Maximizes goal achievement through analyzing and controlling service levels. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements Overall Responsibilities: Manages a team of intraday specialists and reporting analysts across multiple global sites. Balance competing needs for multiple languages and lines of business, across numerous sites worldwide, to provide macro capacity management Provide the necessary level of detail and interpretative analysis in the reports that are requested by global management, operations, client management and recruitment Support the generation of financial reports, forecast and budget, monitoring their deviations Propose productivity improvement plans giving guidelines on time controls and work distribution. Attend center committee meetings and participate in brainstorming and decision making. Participate in sales proposals (RFPs) Analyze past volume and staffing patterns based on the forecast provided by the client staff the Service Center to ensure service goals are met. Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met. Conduct analysis and recommends solutions to real time performance issues with the operational business units. Validate forecasting and staff planning and work with Account Managers. Ensure all required WFM data is tracked and trended on a continuous basis. Interface with Account Managers/Director as needed for escalation of service impacting issues. Coordinates with Director of Operations to interface with client and handle account management issues. Manages the staff schedules and responsibilities of Workforce Management team. Meets department budget goals by controlling costs for equipment and personnel. Responsible for performance appraisals of all direct reports. Establishes performance objectives for direct reports. Coach and develop a high performance team through organizational leadership. Demonstrate sound judgment and fairness when administering Arvato Services Canada’s policies and procedures. Ensure team accurately tracks and manages call center schedule adherence Monitor absenteeism levels and work with Account Managers/ Director/HR on attendance management initiatives. Prepare daily/weekly/monthly reports and distribute to Management. Manages staffing ratios and seat utilization/optimization to ensure call center goals are met. Builds effective working relationships with internal departments. Work with Senior Management team on initiatives to support new business growth and overall operations. Job Requirements: 5-7 years call center experience Minimum 3-5 years managing Workforce Operations in a call center environment College Diploma or Bachelor’s degree in Business, Finance, Management or a related field. Must have strong technical, project management, implementation and process improvement skills. General business acumen, including reporting and analysis, presentation skills, and organizational abilities. Able to travel as needed. Knowledge, Skills and Abilities: Experience in Global WFM preferred Excellent knowledge of workforce management systems, processes and Thorough understanding of tools such as Aspect eWFM tools, and Avaya Excellent knowledge of all phases of Workforce planning, Forecasting and Intra-day functions. Extensive use of MS office/ Excel spreadsheets, and workforce management tools Expert knowledge and understanding of workforce planning programs and principles. Ability to clearly explain volumes and staffing trends and implications to management team. Strong analytical abilities to provide strategies based on historical and current data. The ability to work with management teams to ensure clear goals regarding service level agreements. Training and certification with forecasting / scheduling and related software packages. Proven ability to manage people, processes, and technology. Strategic thinker and tactical implementer. Experience in developing a workforce team in a call center site, while meeting all operational and financial objectives. Superior written and verbal communication skills About Arvato Arvato is a global BPO solutions provider. A subsidiary of Bertelsmann, one of the world’s largest media companies, Arvato has more than 65,000 employees in over 40 countries. Arvato has over 3,000 employees across multiple sites. As a leading global solution provider we design and implement customized Finance & Accounting, Supply Chain and Customer Relationship Management solutions for some of the most well-known brands in the world. In other words, whenever you download software, shop online, or have your smart phone repaired, there’s a good chance that we were active behind the scenes as a service provider. Company: Arvato Corp. Country: Philippines State/Region: NCR City: Muntinlupa Postal Code: 1770 Job ID: 78841

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