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Director, Workforce Management

Req ID#:  314776

US

Director, Workforce Management

Operations

About Us

Learn, Lead & Grow at Sitel Group® 

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves. 

·    GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.   

·    BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.   

·    WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.   

·    GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.   

·    MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.  

 

About Sitel Group® 

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners  with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and  deliver a competitive edge across all customer touchpoints.  

 
With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation. 

GENERAL PURPOSE:

This position is responsible for managing multiple teams of centralized resource planning managers and real time management groups under both centralized and decentralized models who provide strategic long-term staff planning, accurate forecasting, scheduling services, and real time management support to Operations while driving employee satisfaction and financial strength. In addition, responsible to drive high performance results in the organization, which meet or exceed the operational teams’ objectives documented in the annual business plan.

Job Summary

•    Adheres to SITEL policies on ethics and integrity.
•    Focuses on strategic vision for cost management and operational performance within the overall WFM organization as well as financial efficiencies for SITEL overall
•    works closely with the SITEL Management teams, such as Vice Presidents / Site Directors / Account Management Team, and other functional support groups, to ensure a smooth process flow within the overall Workforce Management (WFM) structure and within the operations structure.
•    Manages and leads a team of WFM Managers and Senior Managers responsible for workforce management activities.
•    Coordinates strategic implementations with regional business leaders.
•    Leads strategic and budget planning meetings for purposes of adding significant value and ideas on how to drive agent expense from the business.
•    Proactively meets with and gains insight from customers to ensure WFM is not only meeting the needs of SITEL yet exceeding expectations.
•    Ensures team’s compliance to SITEL Standards of Excellence and other WFM standards established by third party organizations such as COPC.
•    Develops and leads key support processes and procedures.  Strategically develop and drive continuous process improvements of the workforce management system.
•    Ensures WFM Managers meet all expectations of creating advanced capacity and/or staffing plan and maintain acceptable scheduling parameters.
•    Ensures GRP team analyzes service level models, identifies and tracks inefficiencies in call allocation, Account level productivity/utilization and provides direction that drives intra-day, weekly, and monthly results.
•    Provides communication with Operation’s senior leadership team on account requirements, expectations, and deliverables. Act as an executive point of contact for Operations, Support Services, and Clients for its workforce management concerns.
•    Oversees the performance of the WFM teams, including forecast accuracy, scheduling efficiency, schedule adherence goals, Real Time management performance and make high level decisions and recommendations.
•    Sets both individual and team goals to support high level objectives. Develops attainable WFM core initiatives and projects to support strategic business plan goals and determine/implement Key Performance Indicators for the WFM team.
•    Provides effective feedback and coaching to all team members. Recognize and reward exceptional performance. Take appropriate actions when team or team members are not meeting their goals.
•    Determines technology needs to support the Workforce Management Team and manages financial appropriations based on approved budget.
•    Coaches, develops, leads, trains, and manages the team to be a World Class organization in the art of Workforce Management, which includes forecasting, scheduling, analyzing, and tracking.
•    Maintains operational relationships with Telephony, IT, Operations, and other groups as needed
•    Helps coordinate implementation of new WFM modules, upgrades, enhancements, etc.
•    May perform other additional duties and responsibilities as assigned.

Primary Job Responsibilities

EDUCATION and/or EXPERIENCE: 
Bachelor’s degree required. Ten years’ hands-on experience with workforce management in a call center environment with at least five years of team management experience required; or any equivalent combination of related training/education and experience required Working knowledge of automated workforce management software and advanced MS Excel preferred.

QUALIFICATIONS: 
•    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 
•    Excellent communication skills.
•    Result-oriented/driven.
•    Proactive and innovative.
•    Excellent interpersonal skills.
•    Excellent networking skills ability to influencing up.
•    Experience in managing a group of workforce management professionals on a centralized WFM level setup.
•    Excellent workforce management data analysis and problem-solving skills for worldwide growth
•    Excellent project planning skills.
•    Excellent negotiation and bargaining skills to any one of the following: Senior Managers, Directors, VPs and External Clients.
•    Knowledgeable in statistics and regression analysis.
•    Proficient on CMS, other ACD System and WFM tools.
•    Knowledgeable in MS Office Suite: WORD, VISIO, POWERPOINT, ACCESS.
•    Intermediate skill in MS Excel and programming Excel for data collection (ERLANG C).
•    Experience in building models with Excel to do “what if” analysis on impacts of potential changes in operational metrics.

Director, Workforce Management


Job Segment: Data Analyst, Call Center, Manager, HR, Data, Customer Service, Human Resources, Management

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