workforce Manager, dnata traveldnata

The role of the Workforce Manager is to lead and continuously optimise the global approach to workforce management by developing innovative solutions that ensure quality and efficiency in the delivery of agreed service level standards across the network.
Accountabilities
The accountabilities have been divided into Plan - Deploy - Lead - Execute to enable:
- Maximising the 'value added' and 'essential' activities across roles
- Identification of roles whose activities correspond to multiple parts of the value chain
- Reduction in the level of complexity for roles whose focus is on 'execution' of the processes
- Ensure aligned accountabilities across similar roles
Plan
- Accountabilities related to preparation/scheduling of work or actions which need to be completed. Reviewing and reporting performance.
- Forecast short, medium and long term contact volumes for dnata contact centre businesses. Define, plan and establish resource requirements across all accounts and functions to meet business KPI's. Create and evaluate new opportunities for improved business performance.
- Determine and deliver globally efficient agent rostering in compliance with local labour laws, ratios, shrinkages, unexpected staff absences or high volumes to achieve agreed service levels. Optimise seat utilisation. Ensure that rosters consider the work life balance of team members and ensure 100% annual leave utilization by year end. Assist in the development and scheduling of training plans.
- Monitor performance gaps, analyse trends and develop plans for correcting off target performance for operations. Conduct a weekly and monthly review meeting with the operations and management teams to discuss forecast accuracy, schedules, resource planning, leave allocation, shrinkage and potential solutions to manage any expected off target performance
- Measure and report monthly shrinkage across all teams, functions and centres for frontline staff. Understand and explain all metrics including occupancy, productivity and utilisation.
- Review current and future business requirements and develop/align processes to help achieve business objectives. Create and maintain scorecards by work stream and lines of business. Lead or support ad hoc projects as required
Deploy
- Accountabilities related to placement /allocation of resources (i.e. human and/or equipment) required for planning/ leading the deployment processes.
- Manage a direct and virtual team of workforce officers across the global contact centre network. Implement best practice in workforce management and scheduling to deliver maximum productivity and consistency of outcomes.
Lead
- Accountabilities connected to managing the `execution' of the work and ensuring adequate performance levels to ensure the `work gets done' on time, to quality and safety standards and within cost.
- Set performance objectives, review progress and provide feedback to staff within the WFM function. Implement procedures to improve team productivity and performance. Train, coach and mentor the team to empower them to deliver. Effectively manage conflict, performance or conduct issues to a successful conclusion.
Execute
- Accountabilities related to execution and achievement of the activities/ processes/service of the role.
- Manage real-time performance to ensure service levels are met.
- Work with the dnata contact centre finance team to produce and define budgets and input into monthly financial reviews.
Qualifications
- Degree level education with acquired specialisation in live operations management or related area is essential
- Knowledge of COPC standards an advantage
- Six Sigma qualifications an advantage
Experience
- Commercial/Sales
- A minimum of 7 years contact centre experience with at least 5 years in a senior workforce management role covering multi-lingual and multi-location operations in a virtualised environment.
- Proven ability in managing a 24/7/365 workforce is essential.
- Previous roles to have included responsibility for forecasting, resource planning, rostering and understanding of key metrics including productivity, occupancy and utilisation. Complete understanding of adherence management, attrition forecasting, new hire planning, annual leave planning, optimised training plans and real time management.
- Travel industry knowledge an advantage
Essential Knowledge & Skills
- Highly proficient in Avaya and Verint WFM tools
- Proficient in contact centre technologies & technical understanding including skilling, prioritisation and IVR.
- Excellent knowledge of workforce management calculations, technologies and key performance indicators.
- Strong analytical and mathematical skills to collect and interpret data to solve problems.
- Highly proficient in MS Office.
- Ability to make sound decisions quickly in a dynamic work environment.
- Excellent written and verbal communication skills.
- Excellent presentation skills.
- Highly organised and can work independently as well as with a team.
- Ability to multi-task in a fast paced environment.
- Strong coaching, people, and leadership skills.
- Ability to lead and partner successfully with teams, management and clients
Operating Environment
The role is a critical function within a dynamic and sometimes pressured environment. Flexibility in working hours is sometimes required. Some travel across the network is also required to support operations & various business initiatives
Other languages besides English
- One or more of the following would be an advantage: - Arabic written/spoken
- French written/spoken
- German written/spoken
Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That's on top of transport benefits, life insurance and more. Find out what it's like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careersJoin us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what's it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers
dnata

Philippines
Permanent
Full-time