Workforce Optimization Manager

Implement and maintain Workforce Optimization strategy that aligns with current and future organizational goals
Development and management of the Workforce Optimization team.
Work with management to accurately forecast workload, analyze historical trends and forecast head count needs and optimized scheduling
Analyze and interpret past and current workload data to determine staffing needs, create accurate schedules and ensure service levels and customer service level goals are met
Establishment of processes that ensure optimal schedule adherence of operation representatives, taking into account non-productive time including training, team meetings, planned/unplanned absenteeism, coaching, etc.
Create and distribute daily, weekly and monthly reporting that provides insight into workload trends
Plan for the impact of operation campaigns, and seasonality to ensure adequate staffing for anticipate workloads; escalates business-critical concerns to the appropriate contacts via proper channels within respective time frames
Create optimal Workforce Optimization discipline that supports and maintains existing culture of the company
Partner with IT and act as primary contact and In-house expert for any software issues regarding the Workforce Optimization scheduling and forecasting tools and conduct training on the forecast/scheduling tools, reports, and departmental procedures to staff as required.
Analyze intra-day, daily, weekly and monthly results, including documentation of reporting requirements for new and revisions to existing reports

At least 5 years experiences in HR or related background
Experience in workforce management processes and tools, reporting and analysis, problem/issue identification, documentation, tracking and resolution.
Strong oral, written and interpersonal skills and strong customer-service skills, including courteous telephone etiquette
Ability to interpret policies and procedures and communicate effectively
Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
Capability to adapt to a fast-paced environment and learn and retain new or evolving information and procedures
Ability to work both independently and within a team environment
High level of integrity and professionalism
Strong attention to detail
Accountable and reliable
Ability to utilize problem-solving techniques
Ability to exercise discretion on sensitive and confidential matters
Excellent punctuation, spelling, grammar, and proof-reading skills
Bachelor’s Degree, College or University Degree in related field preferred, from an accredited institution, and/ or equivalent work experience.

- Under Company's policy

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