workforce Management leadCushman & Wakefield

Job Description
Workforce Management Lead
Key Performance Objectives
Design and implement Demand Forecasting processes for back office and call center operations
Responsible for updated forecasts factoring in uncontrollable variables in a timely manner
Implement scheduling strategies and initiatives to enable the business to achieve its objectives
Design and deliver effective capacity plans based on Demand Forecasts, factoring in business objectives like Service Levels, Productivity requirements, prescribed Turn-Around-Times, shrinkage allocation and other WFM metrics
Effectively communicate with business stakeholders the forecasts and capacity plans and recommend timely hiring and training plans for the center. Identify and communicate any potential staffing and scheduling problems or challenges as they surface.
Communicate the core strategy and business goals to the other WFM staff when applicable; communicate changes in priorities and direction of the goal or project to the staff.
Understand and clearly articulate the current state of a customer/client's WFM capability and business objectives.
Identify Workforce Optimization opportunities and discuss recommendations with appropriate internal/external stakeholders
Deliver timely and efficient solutions to all regular and emergency workforce-related requests, within required timelines
Provide robust, clear, and continual reporting to operations / clients; be accountable for the accuracy and timeliness of Workforce Management Reports
Responsible for mentoring, training, evaluating, and developing the WFM team in the future
Offer clear and objective alternatives and work with operations / clients to help implement solutions
Directly involved in preparing plans, demos, and meeting with prospective clients
Share knowledge and skills to relevant staff, provide specific training and constructive feedback. Maintain confidentiality of sensitive data
Maintain a positive, respectful, and caring attitude. Communicate problems clearly and collaborate with business partners to ensure that workforce issues will be resolved quickly with a minimum long-term impact.
Basic Qualifications
Solid understanding of WFM fundamentals: forecasting, scheduling, capacity planning and real-time management and analytics
Knowledge of Contact Centre Operations and the importance of WFM and optimisation in the business
Experience and understanding of shared services or contact centres' business objectives, timeframes, and requirements that are impacted by WFM service delivery
Proven experience in the design, development, and implementation of strategic Workforce Planning and ability to execute in a matrixed organizational environment
Extensive experience in both voice and non-voice or back office processes
WFM software experience (Aspect, Verint, Nice, IEX, etc.)
Strong verbal and written communication and presentation skills
Ability to manage multiple, complex, on-going tasks and projects
Leadership skills and ability to partner successfully with operations and WFM teams
Strong attention to detail and desire to optimize processes
Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), and ability to learn new technology quickly
Strong analytical skills and reporting proficiency
Strong coaching skills - works well with people
High level of professionalism and able to communicate with customers in different levels of the organization
Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures
Highly developed project management skills and proven ability to deliver organizational projects within designated timelines
Cushman & Wakefield

Makati City, Metro Manila
Permanent
Full-time