Head of Work Force Management- Call Center

Objectives:

Accountable for the overall design, implementation and delivery of the WFM practice and business continuity plan to

support and enable strategic business. Provides leadership and expertise in all WFM aspects e.g. strategic

workforce planning at the business level to the process level including forecasting, capacity planning, reporting,

analytics, change management etc.

Key:

 Review/Execute workforce management process, practice and methodologies to ensure critical business

needs are met and/or exceeded

 Execute workforce demand planning and to drive workforce transformation to transform the culture of Group

Contact Centre

 Focus on risk and issue resolution for the business; establish baseline performance metrics for operations

stabilization taking the local labour laws into observation

 Engage local leadership to confirm the operating model and validate the proposed business case

Must Have:

 At least a recognised Degree

 Minimum 10 years of experience in related industry with minimum 5 years in managing workforce team,

planning with demonstrated competency in data gathering, analysing and modelling data to test hypotheses

and quantify opportunities

 Strong interpersonal skills and ability to work effectively across cultures

 Ability to work in a fast-paced environment and under tight timelines

 Ability to prioritise and multi-task with strong detail orientation

 Proactive with strong problem solving and analytical skills

 Excellent people leadership ability with passion for driving teams towards high performance

 Familiar with CMS and Avaya tools will be an advantage

  Proficient in Microsoft Office (Word and Excel)