Head of Workforce Optimization

4 weeks ago

London, Greater London, United Kingdom Wise Full time
Job Title: Head of Workforce Management

We're seeking a seasoned professional to lead our Workforce Management operations team, driving efficiency and scalability in our servicing model.

About the Role

As Head of Workforce Management, you'll be responsible for developing and implementing strategic workforce plans to meet our growing customer base's needs. You'll lead a team of ~50 members across 4 global locations, reporting directly to the Head of Servicing Scaling.

Key responsibilities include:

  • Developing and executing workforce management processes to optimize reach, resolution time, labor costs, and employee engagement.
  • Collaborating with program managers to build scalable and automated workforce management processes.
  • Leading a team of workforce management specialists, providing coaching and development opportunities for growth and continuous improvement.
  • Working with senior leadership to ensure adequate resources and capacity to serve our customers.
Requirements

To succeed in this role, you'll need:

  • At least 5-10 years of experience in people leadership and workforce management.
  • Strong understanding of the WFM life cycle, including forecasting, capacity planning, scheduling, and real-time management.
  • Proven track record of leading teams, building processes, and driving business results.
  • Excellent analytical and problem-solving skills, with experience working with large datasets.
  • Ability to communicate effectively across cultures and time zones.
  • Experience with BI tools, such as Looker, and advanced Excel/Spreadsheets skills.
What We Offer

As a member of our Servicing Scale leadership team, you'll have the opportunity to:

  • Solve a unique global challenge, driving growth and scalability in our servicing model.
  • Build and lead a global WFM team, strengthening and coaching members across locations.
  • Be at the forefront of tech and processes globally, working with some of the smartest people in the world.

We're an inclusive team that values diversity, equity, and inclusion. If you're passionate about leading people, building teams, and making a difference, we encourage you to apply.

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