WFM Regional Head DACH

Position Summary

This professional is responsible for managing local WFM team and guarantee local BU achievements of WFM KPIs, LOB driven governance, such as provide internal reports and WFM routines with local stakeholders (Capacity planning, MBR, strategies alignment).
This role is responsible for overseeing all aspects of workforce management for a specific or group of pre-determined BUs, aligning local strategies with global standards to ensure operational efficiency and effectiveness. The ideal candidate will have a strong background in workforce management, excellent leadership skills, and the ability to navigate a complex, multinational business environment, providing FTE tracking and managing local capacity planning and analysts / processes.

Key responsibilities

Build an effective local workforce planning, oversee the optimization of staffing, scheduling, and workforce planning to enhance productivity, efficiency and service levels, maintain strong relationships with local stakeholders and provide global collaboration through a strong WFM excellence culture, implementing clear and executive results in local governance, providing support to regional and global leadership.   

• Supervise, coach and develop global WFM resources, guarantying a clear career path plan and employees’ engagement.  
• Hold regular one-on-one’s and team meetings; contribute to team engagement.
• Actively manage performance; identify training needs and provide post-training support.
• Perform other leadership duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.
• Ensure effective use of resources and knowledge.

Manage the day to day operations of the department.

• Direct daily WFM activities (Daily reports, Capacity Planning alignments, FTE strategies, KPIs management), ensuring effective and efficient operations.
• Provide leadership and direction to the WFM team, addressing challenges and facilitating decision-making to Team leaders, Senior Planners, Scheduler analysts and Real Time management employees.
• Implement and oversee local WFM policies and procedures, ensuring compliance with global standards.
• Ensure accuracy in WFM local processes, such as Capacity Planning, Forecasting, Sizing, Scheduling and Real Time management.
• Work in partnership with WFM CoE leadership in order to improve WFM processes worldwide and giving support to local systems access and data extraction and monitoring processes.
• Contribute to and administer the global Human Resources (FTE) Plan and maintain controls to manage headcount within PD plan.
• Manage Staff Position approval process and calibrate it with Regional head / Global WFM team.
• Perform analysis of People demographics - tenure, work experience and academic/professional designations/turnover to support Audit Committee regulatory requirements, Benchmark initiatives
• Monitor efficiency and prepare reports / presentations with important highlights and suggested action plans to keep results within the targets (FTE, Occupancy, SLA, AHT, ASA, Shrinkage, etc).

Qualifications

• College Degree/Diploma, preferably in the disciplines of Computer Science, Math, Statistics, or Business, coupled with a minimum of 5 years’ experience in a workforce management capacity within a contact centre.  
• Minimum 3 years’ leadership experience.    
• Demonstrated success in establishing and driving service excellence.
• Proficiency using Business Intelligence tools (i.e. Cognos, Business Objects, 
• Qlikview, PBI, MicroStrategy, Celonis) and exposure to source system query engines (i.e. SAP, PeopleSoft, Cisco, Avaya, Verint, Content Guru, or any other related WFM tool) required.
• Experience with Visual Basic and SASS preferred but not required.
• Advanced PowerPoint and Excel skills.
• Demonstrated ability to build strong relationships at all levels of the organization.
• Demonstrated ability to effectively lead people, get results through others and provide coaching/constructive feedback.
• Knowledge in Erlang, Forecasting methodologies, WFM KPIs (SLA, AHT, ASA, Offered Calls, Forecast Accuracy, etc.)
   

47493 | Finance & Accounting | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Non-ex