director, workforce ManagementTTEC

Works with Operations Executive Leadership (VP/SVP) to drive account profitability via excellent associate staffing decisions for multiple client program/projects.
Responsible for overall WFM delivery, support and execution across multiple programs/clients
Support and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations
Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. Interact and consult with Human Resources on matters of recruiting, training, hiring and attrition
Provides leadership for Global WFM team, and ensures adherence to company and department policies and procedures across multiple programs/clients
Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients
Support sales organization by participating in meetings with prospects to explain / define TeleTech's WFM platform as well as other applicable business systems utilized by the WFM groups
Consistent review of TeleTech processes, auditing individual WFM groups to ensure that all core processes and tools are being utilized to achieve optimum results for TeleTech and Client
Maintain awareness of emerging industry tools. Perform period review of current TeleTech tools against other tools available to ensure that TeleTech continues to use cutting edge technology
Experience Required:
Minimum of 5 years knowledge or experience in contact center business
5 - 10 years direct MANAGEMENT experience with WFM
Strong data analysis and reporting
Action planning
Required Qualifications:
Strong verbal and written communication skills
Strong organizational skills
Strong follow-through skills
Ability to successfully interact with internal Operations and clients from VP level to associates
Ability to drive profitability on per minute, per transaction bill type programs
Strong WFM skills
Forecasting
Staffing
Scheduling
Real time
Exceptions
Ability to manage multiple, complex, on-going tasks and projects
Ability to lead and partner successfully with staff and chain of command
Math/statistics and computer proficiency
Demonstrated leadership ability
Ability to manage team sizes of 20+ persons
eWFM/IEX software experience
MS Office tools (Excel, Word, Powerpoint, Outlook)
Preferred Qualifications:
Strong coaching skills
Project planning/management
Six Sigma Certification
TTEC

Cainta, Rizal Pampanga
Permanent
Full-time