Global Workforce Manager at Wakanow

Job Objective

• The Global Workforce Manager will play a pivotal role in ensuring optimal staffing and resource allocation across all Wakanow contact centers.
• This role will be responsible for capacity planning, workforce scheduling, and the implementation of workforce management tools.
• Working closely with HR, SVP of Operations, and the COO, the Global Workforce Manager will ensure operational efficiency, given that operations resources constitute 50% of Wakanows workforce. Additionally, this role will oversee operational reporting and KPI tracking to ensure budgetary control.

Job Description

Capacity Planning & Workforce Scheduling

• Develop, implement, and maintain capacity plans for all contact centers.
• Ensure optimal staffing levels across various shifts, considering peak times, holidays, and other variables.
• Monitor real-time adherence to schedules and make adjustments as necessary.

Workforce Management Tool Implementation

• Evaluate, select, and implement a workforce management tool suitable for Wakanows needs.
• Train relevant teams on the tool and ensure its effective utilization.

Collaboration & Communication

• Work closely with HR to ensure timely recruitment and training of staff based on capacity needs.
• Collaborate with the SVP of Operations and COO to align workforce strategies with broader operational goals.
• Regularly communicate workforce plans, challenges, and solutions to senior management.

Operational Reporting & KPI Tracking

• Develop and maintain comprehensive operational reports that provide insights into workforce efficiency, contact center performance, and other relevant metrics.
• Track and analyze KPIs to ensure budgetary control and operational efficiency.
• Provide recommendations based on data analysis to optimize resource allocation and reduce costs.

Budgetary Control

• Collaborate with the finance team to develop and manage the operations budget.
• Monitor expenses and ensure alignment with the budget, making adjustments as necessary.

Continuous Improvement

• Stay updated with industry best practices in workforce management.
• Introduce innovative solutions to enhance workforce efficiency and reduce costs.

Requirements

• Bachelors degree in Business Administration, Operations Management, or a related field.
• Proven experience in workforce management, preferably in contact center environments.
• Strong analytical skills with experience in data analysis and reporting.
• Proficiency in using workforce management tools and software.
• Excellent communication and presentation skills.