Workforce Management Manager

We seek to hire an experienced Workforce Management Manager with strategic insight and leadership skills to join our team. The ideal candidate will design and implement scheduling and capacity planning, lead a responsive Resource Planning team, and drive continuous improvement in workforce management practices. This role requires a deep understanding of workforce management fundamentals, proficiency in analytical tools, and the ability to collaborate with cross-functional teams to achieve organizational objectives.

• Roles & Responsibilities:Recognized as a sourcing expert for global contingent workforce in-country, would liaison with legal, act as a Procurement representative lead to the business and integrate into the business to ensure a complete alignment and deep understanding of the business goals and partner in developing sourcing strategies. The goal is to be value-added sourcing partners to the business. This role involves developing and executing strategic initiatives to optimize the acquisition, deployment, and management of temporary, contract, and freelance personnel across various departments and functions. The position involves developing negotiation strategies, advising requestors on contract terms and conditions, monitoring cost and scope of assigned contracts to assure compliance, best value and validate/improve pricing.
• Design and implement scheduling and capacity planning to support multiple projects in-country.
• Build, develop, and lead a responsive Resource Planning team to meet required standards and deliver on critical staff planning activities:

1. Planning for the day (volume forecasting, staff scheduling)
2. Planning for the week (making scheduling adjustments including OT plans)
3. Forecasting for the month
4. Measuring results

2. Strategic Sourcing:

• Develop and implement a comprehensive sourcing strategy for contingent workforce categories, including temporary staff, contractors, freelancers, and consultants.
• Collaborate with internal stakeholders to understand their workforce needs, skill requirements, and project timelines.
• Identify and establish relationships with preferred staffing agencies, service providers, and online platforms for contingent talent acquisition.
• Negotiate terms, pricing, and contracts with staffing vendor partners to ensure favorable rates and terms.
• Develop and manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules, optimizing schedule placement to match volume arrival patterns.
• Analyze volume drivers by source, handle time, and root cause to effectively identify event avoidance and contact reduction opportunities.
• Utilize forecasting and staffing information to support contact center operations in terms of seat capacity, work locations, workstations, hardware, etc.
• Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and with cross-functional partners.
• Regularly review team procedures and process flows to ensure they meet guidelines and client needs.
• Participate in special projects as needed and perform other duties as assigned.
• Research and recommend process improvement solutions, ensuring efficiency and currency of established procedures to achieve optimal performance levels for contact center operations.
• Provide constant reviews and feedback on potential risks and threats, identifying risk elements and taking appropriate corrective and/or preventive measures.
• Manage internal communications between WFM and other stakeholders.
• Partner with various business verticals to enhance WFM support in newer and unexplored disciplines.
• Propose, plan, and implement new WFM capabilities and initiatives with Executive Leadership.
• Set strategic direction for all WFM disciplines, defining and communicating governance structure, objectives, and operational guiding principles.
• Aim to reduce costs, improve service levels, and optimize customer satisfaction.

• Cost Management:Analyze and manage the overall costs associated with contingent workforce utilization.
• Implement cost-saving initiatives, such as rate negotiations, volume discounts, and process efficiencies.
• Monitor and report on budget adherence, providing insights and recommendations for cost optimization.

• Compliance and Risk Management:Ensure compliance with relevant labor laws, regulations, and company policies for contingent workforce management.
• Mitigate risks associated with misclassification of workers, co-employment, and other legal and regulatory concerns.
• Collaborate with legal and HR departments to develop and maintain proper documentation and contracts for contingent workers.

Job Requirements:

• At least 8 years of experience in the workforce management field, with at least 2 years in a managerial role. Minimum of 2 years of experience in the outsourcing industry.
• Excellent understanding of WFM fundamentals with proven experience in the design, development, and implementation of strategic workforce planning in a diverse/matrixed organizational environment.
• Proficiency in Business English, Malayp- both verbal and written.
• Prior supervisory experience and understanding of WFM systems, COPC methodology, and Microsoft Office Applications.
• Highly developed project management skills with a proven ability to deliver organizational projects within designated timelines.
• Strong interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels, including people of different cultures.
• Ability to manage multiple tasks simultaneously.
• Ability to focus in a fast-paced, flexible environment with attention to detail.
• Ability to adapt to change and manage stress appropriately.
• Ability to build a positive work environment across multiple sites and influence leaders outside of direct responsibility.

Qualifications

Education and Experience

• Bachelor’s degree with 7+ of experience in indirect strategic sourcing with a multi-national organization with an emphasis in management of temporary, contract, and freelance personnel procurement.
• Contract Negotiation / Vendor Mgmt. / Influencing skills required
• Experience and expertise with sourcing & contracting tools
• Must be fluent in English

Core Competencies

• Ability to work well in a high-pace dynamic environment, handle multiple projects simultaneously, and ensure task completion and deadlines are met as required
• Demonstrated skills in negotiating and formulating technology contracts, understanding cost models and various price structures, management of contractual, IP and labor law risks
• Strong project management, organizational, and analytical skills required
• Excellent team facilitation and presentation skills
• Proficient with Microsoft Office applications: Excel, Word, PowerPoint