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Head of WFM

Salary undisclosed

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Job Objectives

  • Responsible for designing, implementing, and delivering the Workforce Management (WFM) practice and business continuity plan to support strategic business goals. Provides leadership and expertise in all WFM areas, including strategic workforce planning, forecasting, capacity planning, reporting, analytics, and change management.

Work Force Management (Contact Center)

  • Review and implement workforce management processes to meet or exceed critical business needs.
  • Manage workforce demand planning and lead workforce transformation efforts to improve the culture at the Group Contact Centre.
  • Address risks and issues for the business; establish performance metrics for operational stability while complying with local labor laws.
  • Collaborate with local leadership to confirm the operating model and validate the proposed business case.

Is This You? Essential Skills and Experience for Workforce Champion

  • A recognized degree.
  • At least 10 years of experience in the relevant industry, with a minimum of 5 years in workforce team management and planning.
  • Strong interpersonal skills and the ability to work effectively across different cultures.
  • Ability to thrive in a fast-paced environment and meet tight deadlines.
  • Strong prioritization and multitasking skills with attention to detail.
  • Proactive approach with strong problem-solving and analytical abilities.
  • Excellent leadership skills with a passion for driving teams to achieve high performance.
  • Familiarity with CMS and Avaya tools is a plus.