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Global Realtime Team Manager, Workforce Planning and Optimization
2 months ago
We are seeking an experienced Realtime Workforce Manager to join our Global Workforce Management & Planning team. As a key member of our team, you will be responsible for leading the real-time management of our customer care workforce on a global scale.
You will use workforce management software and tools to analyze data, recommend actions and solutions for both long-term planning and immediate responses to potential crises. You will also lead and develop a team of Real-Time Analysts.
Key Responsibilities- Review workload forecasts, accounting for trends and seasonality in contact rates and order volumes, highlighting issues and roadblocks that prevent us from achieving our service levels.
- Track the impact of operational change activities affecting Customer Care to improve the accuracy of our forecasts.
- Ensure daily tracking of forecast accuracy across markets, quickly responding to any issues encountered locally in our markets, or centrally.
- Review performance data and contact volumes to monitor changes and trends in real-time.
- Lead the production of workforce data and reporting in real-time.
- Review capacity planning and provide recommendations.
- Support in-house markets with real-time management and monitoring.
- Intraday management and response plan implementation to ensure schedule adherence, respond to unplanned calls, staffing, and handle time variances.
- Daily schedule and activity maintenance, including monitoring daily supply and demand in real-time.
- Work with vendor RTAs and in-house teams to make real-time workforce adjustments.
- Ensure partners and in-house teams are following agent requirements at each interval and that schedule adherence is tracked, working with Care Operations and our partners to drive continuous improvement to optimize resource supply to meet demand.
- Direct line management responsibility for a team of 7x Real-time Analysts.
- Be rostered as an 'Emergency On-Call' delegate approximately 1-2 times per quarter.
- 2+ years of experience in Workforce and Real-Time Management.
- Proven experience of WFM systems such as Teleopti, IEX, or similar WFM systems.
- Strong Excel or Google Sheet modeling skills; for example, using pivot tables and index match formulas.
- 2+ years of line management experience; indirect management of outsourced WFM teams is desirable.
- Proven analytical skills and mindset.
- Adept at conducting 80/20 analysis, drawing out business insights from that analysis, and presenting findings and recommendations persuasively.
- Experience creating relationships with customer care operations and support teams, finance managers, and business intelligence analysts.
- Ability to work in an ambiguous environment.
- Present ideas, theories, and technical information to operations and managerial staff.
- Manage workforce performance in real-time, which will mean working evenings, weekends, and some Bank Holidays.
