Local candidates would be required to have a hybrid schedule. Non-Local candidates will work Remote.
Job Description
Seeking an experienced and strategic Senior Workforce Manager to lead our workforce capacity planning and management efforts. This pivotal role is responsible for ensuring optimal workforce operations across our global BPO partners in Central America and the Philippines. The ideal candidate will possess deep expertise in workforce management, particularly with the IEX NICE platform, and have a proven track record of managing large-scale operations with nearly 1,000 representatives.
Key Responsibilities: • Strategic Workforce 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 Collaboration: Partner with BPO operations in Central America and the Philippines to ensure seamless integration and alignment with operational goals. • 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 workforce performance reports, providing actionable insights to senior leadership. • Stakeholder Engagement: Collaborate with HR, Operations, and other key stakeholders to address workforce-related challenges, drive strategic initiatives, and support organizational goals. • Budget Management: Oversee and manage a workforce budget of nearly $40 million, ensuring cost-effective allocation of resources and adherence to financial targets. • Compliance and Best Practices: Ensure all workforce management practices comply with company policies and industry regulations, and promote the adoption of best practices across the organization.
Qualifications: • Bachelor's degree in Business Administration, Human Resources, or a related field; Master's degree preferred. • Minimum of 7-10 years of experience in workforce management, with at least 5 years in a senior or managerial role. • Extensive experience supporting BPO operations in Central America and the Philippines. • Proficiency with the IEX NICE platform and other workforce management tools. • Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights. • Excellent leadership and team management skills, with a proven ability to lead cross-functional teams. • 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. • Green Belt Certification required; Black Belt Certification preferred.
Preferred Qualifications: • Certification in workforce management or related areas. • Experience in the energy sector or similar industries. • Knowledge of additional workforce management technologies and methodologies.
Benefits: • Competitive salary and comprehensive benefits package. • Long-Term Incentive Plan (LTIP) and bonus potential. • Opportunities for professional growth and development. • Collaborative and inclusive work environment.