Workforce Manager

Heads end to end Workforce team who will support North America campaigns. This role requires flexibility, effective leadership and management skills for the following areas.

Essential Duties & Responsibilities:
Responsible for Workforce Management & Service Delivery to Internal & External Customers.
Responsible for managing and leading a multi-site WFM team under the centralized structure (Capacity Planning/Scheduling/Real-Time Management/Reporting Lead), which supports campaigns spread across different clients. Effectively support and mentor the team to service Operations better.
Directly manages WFM, Client KPIs and Financial performance in a multi-site, multi-platform across different verticals. Serves as a checkpoint and reviewer of WFM processes, practices and output.
Provides input/support to Finance, Recruitment, Sales, HR/Payroll and other functions as necessary.
Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor.

Additional Specific Duties & Responsibilities:
Develop process maps, scorecards and performance management plans to drive a structured approach to managing the team.
Participate in meetings and initiatives that sit at a cross-section of several functions including WFM – provide inputs, and play a contributing role.

Work Experience:
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At least 5 years of WFM experience in a multi-site, multi-client, BPO environment.
Minimum 3 year experience as a WF Manager responsible for multiple clients ranging from small-medium(10-300FTE) to large (2000+ FTE).