Director of Workforce Management C2/C1

Job Vacancy: Director of Workforce Management C2/C1

Position Summary: The Director of Workforce Management (WFM) will be responsible for strategic planning, including forecasting, capacity management, scheduling, real-time administration, analytics, and reporting. They will identify continuous improvement opportunities to enhance operational efficiency and service quality. Additionally, the Director will develop policies and procedures to optimize workforce management, ensuring effective cross-departmental communication.

Responsibilities:

Manage and continuously improve the Workforce Management team. Participate in and oversee the selection and implementation of WFM technology. Create and meet key performance indicators (KPIs). Analyze operational data to identify opportunities for improvement (call volumes, employee performance, forecast variances, etc.). Schedule creation, optimization, and flexibility. Accurate forecasting of call, ticket, and contact volumes. Real-time monitoring to identify and resolve routing anomalies. Short and long-term headcount and demand forecasting. Train team members in workforce planning tools and practices. Develop and maintain daily, weekly, and monthly reports. Recommend and implement interdepartmental efficiencies and improvements. Perform additional duties as assigned by the Executive Management.

Required Skills and Competencies:

Near-native written and verbal communication skills in English. Motivational leader with strong strategic management skills. Advanced proficiency in Excel (knowledge of SQL and VBA is a plus). Experience implementing new software or applications. Ability to proactively resolve problems using independent judgment. Efficient use of Google Workspace. Exceptionally organized and detail-oriented.

Education and Experience:

Bachelor's Degree in Computer Science, Statistics, Mathematics, Finance, Business Administration, or related fields (mandatory requirement). Over 8 years of related experience, including supervisory or managerial roles. Minimum 5 years experience in Contact Centers or related fields. Master's degree preferred.

Application: Submit your updated LinkedIn profile (include link) and latest resume.

Include a brief summary explaining why you should be considered for this position.

Influential Factors: BPO experience, demonstrated strategic capability, large team management, and advanced technical competency in analytical and technological tools.

We look forward to having you join our successful team!