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Workforce Management Specialist
2 weeks ago
Are you a Workforce Management Manager with experience in Operations Management - Have You Thought of Relocating to Dubai?
Workforce Management Manager (Operations) – Relocate to Dubai – Full Time
Ready to take the next step in your career and work in one of the world's most dynamic and fast-growing financial hubs? Relocate to Dubai and join our esteemed client in the financial sector where you'll play a pivotal role in shaping strategy and business transformation projects.
Why Dubai?
- Tax-Free Earnings: Maximise your money with a tax-free salary, allowing you to enjoy a high-quality lifestyle whilst earning and saving more.
- Full Relocation Package: Our client offers a comprehensive relocation package, including flights, accommodation, and assistance in settling into the vibrant Dubai lifestyle.
- Lifestyle & Growth Opportunities: Dubai offers an unparalleled cosmopolitan lifestyle, world-class infrastructure, and endless opportunities for professional growth. Work in a rapidly expanding market in the heart of the financial sector.
Job Purpose:
The Operations Workforce Management Manager is responsible for overseeing the end-to-end workforce management process with a focus on strategic planning, workload balancing, and operational efficiency. This role ensures that workforce planning is optimised across both inbound and outbound operations, with an emphasis on back-office processes, workflow optimisation, backlog management, and long-term operational projects. The manager will drive performance improvements, manage cross-departmental operations, and ensure quality standards are met, all while contributing to the broader strategic objectives of the business.
Key Responsibilities:
Strategic Operations Planning & Workforce Management
- Workload Planning: Develop and implement strategies to effectively manage workload across both inbound and outbound operations, ensuring the appropriate balance of resources and optimal performance.
- Strategic Forecasting: Forecast both short-term and long-term resource requirements based on expected workload, historical data, and business projections.
- Cross-Departmental Coordination: Manage workforce requirements across multiple departments (e.g., inbound, outbound, back-office, and support teams), ensuring alignment with overall business goals and objectives.
- Backlog Management: Oversee the identification, management, and resolution of backlogs in key operational processes, ensuring that resources are allocated effectively to reduce delays and bottlenecks.
Process Optimisation & Workflow Efficiency
- Operational Efficiency: Lead initiatives to optimise workflow processes, reduce inefficiencies, and streamline operations across multiple departments, including both front-line and back-office functions.
- Process Improvement: Identify, evaluate, and implement continuous improvement strategies to enhance operational performance and cost efficiency across all functions.
- System Optimisation: Manage the evaluation, integration, and optimisation of workforce management systems, tools, and technologies to enhance operational workflows and ensure scalability.
- Automation: Identify opportunities for automation in both front-end and back-end operations to improve efficiency, reduce manual intervention, and optimise resource allocation.
Performance Management & Quality Assurance
- Quality Scores Management: Monitor and drive improvements in quality scores across multiple departments, ensuring that service level agreements (SLAs) and customer experience metrics are consistently met or exceeded.
- KPI Tracking: Analyse and report on key performance indicators (KPIs) for all operational areas, identifying trends and areas for improvement.
- Data-Driven Decisions: Utilise operational data to make informed decisions on workload distribution, resource allocation, and performance improvements.
- Backlog and Service Level Monitoring: Ensure the timely resolution of backlogs and monitor the impact on SLAs and quality standards.
Long-Term Project Management & Strategic Planning
- Long-Term Projects: Lead and manage large-scale, cross-departmental projects designed to drive long-term improvements in operational efficiency, process optimisation, and workforce management.
- Strategic Initiatives: Develop and execute strategic workforce management initiatives to align with the overall goals of the business, ensuring that long-term objectives are met.
- Business Continuity Planning: Collaborate with senior leadership to develop contingency plans for potential operational disruptions, ensuring business continuity and minimal impact on performance.
Stakeholder Engagement & Cross-Functional Collaboration
- Cross-Functional Collaboration: Work closely with senior management and department heads to align operational strategies with broader company objectives, ensuring smooth coordination across departments.
- Resource Allocation: Partner with HR and departmental leaders to ensure that workforce resources are aligned with operational needs, including recruitment, training, and workforce development.
- Leadership Communication: Communicate workforce management strategies, performance reports, and operational insights to leadership, making recommendations for improvements and providing updates on key projects.
Compliance & Risk Management
- Regulatory Compliance: Ensure all operational processes comply with industry regulations, organisational policies, and local labour laws.
- Risk Mitigation: Identify potential risks within operational workflows and workforce management processes, developing mitigation strategies and contingency plans.
Key Skills and Competencies:
- Strategic Planning & Workforce Management: Ability to develop and implement comprehensive workforce management strategies, aligning with broader operational and business goals.
- Operational Efficiency Expertise: Proven track record in optimising processes, workflows, and resources across multiple operational functions, including both inbound and outbound.
- Cross-Departmental Management: Experience in managing operations across diverse departments and collaborating with various teams to ensure seamless operations.
- Project Management: Strong project management skills with the ability to lead long-term strategic initiatives, handle multiple priorities, and deliver results within deadlines.
- Data-Driven Decision Making: Strong analytical skills to interpret operational data, forecast needs, and optimise workforce management and process efficiency.
Qualifications & Experience:
- Education: Bachelor's degree is highly desirable
- Experience: Experience working within financial services and other regulated industries at an enterprise scale
- At least 5 years of experience in workforce management or operations management within a call center environment.
- Mid-Senior level
- Full-time
- Information Technology
- Industries
- Technology, Information and Media
