01Key Responsibilities
Strategic Workforce Capacity Planning: Develop and execute comprehensive workforce strategies to meet long-term business objectives and service level agreements.Forecasting: Utilize advanced analytical techniques to predict future workforce needs, ensuring alignment with business growth and seasonal variations.Scheduling: Oversee the creation and management of efficient schedules that optimize workforce availability and productivity while meeting service level targets.Real-Time Management: Lead real-time analysts in monitoring and adjusting workforce performance to maintain operational efficiency and address immediate challenges.BPO Vendor Management: Partner with BPO operations in Egypt and the Philippines to ensure seamless integration and alignment with contractual penalties & incentives.Performance Management: Utilize the IEX NICE platform to track, analyze, and enhance workforce performance, implementing continuous improvement initiatives.Reporting and Analytics: Direct the reporting team to deliver accurate and timely performance reports, providing actionable insights to senior leadership.Stakeholder Engagement: Collaborate with Executives and Operational leaders, and other key stakeholders to address workforce-related challenges, drive strategic initiatives, and support organizational goals.Budget Management: Construct and support the workforce budget of nearly $40 million, ensuring cost-effective allocation of resources and adherence to financial targets.Qualifications:Minimum of 10 years of experience in workforce management, with at least 5 years in a senior or managerial role.Bachelors degree in Business Administration, Human Resources, or a related field; Masters degree preferred.Green Belt Certification; Black Belt Certification/ 6 Sigma/ Six Sigma Certification required.Extensive offshoring experience - BPO managementProficiency with the IEX, NICE, and PowerBI.Exceptional communication and interpersonal skills, capable of influencing and engaging stakeholders at all levels.Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively. .
