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23.09.2020, Ref.#: WFMD
★★★★★ WFM Director, TELUS INTERNATIONAL EUROPE / CALLPOINT NEW EUROPE  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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WFM Director

The WorkForce Director of Europe oversees the workforce management function and staff across multiple countries and lines of business to ensure that service level, financial, and other KPIs are met. This role includes managing teams with responsibilities for forecasting, capacity planning, scheduling, and real-time execution in partnership with local, regional, and global teams. 

Your responsibilities:
  • The role will be designated as the Europe WFM Lead, current scope Bulgaria, Romania, and Ireland
  • Partner with other WFM Regional leaders to recommend and develop procedural and operational guideline changes to improve efficiency and effectiveness while ensuring consistent global process while managing local regulations and requirements
  • Lead end to end WFM functions: capacity and resource planning, scheduling, real-time monitoring and analytics
  • Represent the company and workforce management in ad-hoc meetings, business reviews, presentations, workshops and other client-facing activities
  • Proactively participate in strategic planning conversations with regards to future operational staff needs
  • Accountable for translating the staffing implications of strategic initiatives. Inform project planning for investment initiatives work through staffing models to assess baseline performance, productivity improvements and volume analyses
  • Lead annually operating plan/budget and outlook process with regards to the development of variable staffing. Partner closely with Finance to translate financial impacts
  • Partner with Operations Leaders, HR, Recruiting and Learning to develop and execute on hiring needs, with consideration of financial, strategic and tactical implications
  • Lead translation of business objectives into executable plans with emphasis on resource optimization and service level delivery. Accountable for general oversight of forecasting daily and interval level workload to efficiently and effectively meet customer demands
  • Maintain expertise regarding workforce management industry best practices and trends
  • Leads change, embraces changes, keeps employees informed and remains focused on business results. Partner across an enterprise to build synergies and share best practices across the Global WFM Team
  • Creates a high performing culture. Engages and coaches employees. Sets expectations and holds the team accountable. Clarifies job requirements and selects the best people for them. Uses recognition and rewards to motivate and retain individuals. Motivates builds respect and instills performance driven ethics. Coaching and developing for high performance
  • Self-starting and motivating. Able to manage multiple priorities and aggressive timelines
  • Leverage WFM knowledge assist in sales and solutions activities including Lead new business Integrations, monitor and guide RFP process and offer proactive client solutions
Our requirements:
  • Minimum 5 years’ experience in a multi-site environment including managing forecasting, scheduling and real-time at an enterprise level
  • Bachelor’s degree required, Finance, Accounting, or Operations Preferred
  • Proven ability to partner across all levels of a complex organization
  • Strong ability to lead and partner in cross-functional teams
  • Demonstrated experience managing team members in remote locations
  • Advanced knowledge of the BPO call center industry
  • Strong knowledge of multiple workforce management platforms
  • Working knowledge of multiple telecoms and other channel platforms
  • Familiarity with Lean, Agile, Six Sigma or other continuous improvement programs
  • Ability to apply quantitative analysis techniques, including statistical modeling
  • Ability to communicate clearly and persuasively both verbally and in writing
  • Ability to present complex ideas and situations in ways that are readily understandable by non-experts
  • Expert knowledge of workforce management theory and best practice, including modeling within a highly complex business environment and/or contact center management modeling is beneficial
  • Strong financial and business acumen. Able to translate operational performance into financial implications
  • Proven leadership abilities as demonstrated by the capacity to influence customers and team members in support of business initiatives
  • Leverages data to drive decisions and influence future strategies. Can clearly articulate points of view and provides compelling rationale to influence decisions. Solid analytical skills coupled with the ability to seek out root cause and explain impacts to business performance
  • Understands and anticipates customer needs. Makes sound decisions. Develops sound strategies to improve results. Plays a critical role in quantification and measurement of operating efficiencies
  • Willingness to work a flexible schedule, including  25-30% travel
We offer:
  • Stable job and career development opportunities
  • Great office at a top location
  • Attractive salary and additional incentives
  • Special discounts & offers (Food vouchers, Multisport cards, etc.)
  • Additional health insurance
  • Special benefits for our team members (Gym, yoga classes, massages and corporate psychologist in the office)
  • Positive international working environment (Relax zones, PlayStation and billiard corners)
  • Continuous support and learning
  • Employee referral bonuses
If this opportunity sounds appealing to you, apply now! Send us your CV!

*Only shortlisted candidates will be contacted.

About us: TELUS International Europe is the leader in the BPO sector in Bulgaria. The company has almost 50,000 team members across 20 countries. TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 50 languages.
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