Workforce Manager | Strategic Partner (Hybrid Work Setup)
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The Global Workforce Strategic Partner is responsible for managing relationships with our client workforce partners, ensuring globally consistent WFM process, and meet and exceed SLAs through smart and effective planning, forecasting, scheduling and real time practices.
Responsibilities
EDUCATION/EXPERIENCE:
This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus. Employee is frequently required to sit for extended periods of time.
While the schedule is generally Monday through Friday, candidates must be able to work between the hours of 5:00 am – 10:30 pm, seven days a week. This position requires up to 50% travel.
Responsibilities
- Responsible for being the client single point of contact, managing client interactions and strategic partnership for workforce management organization.
- Ensure the client needs are met on an ongoing basis with a high level of client satisfaction while adhering to current client workforce management contractual commitments.
- Responsible for identifying ongoing opportunities for their program across entire WFM cycle: (Planning, Forecasting, Scheduling, Real-time, Analytics)
- Ensure consistency on the workforce management delivery across all sites.
- Partner with clients and internal stakeholders to create custom workforce management solutions across the enterprise.
- Represent workforce management at all client Weekly, Monthly and Quarterly performance reviews and when possible site visits.
- Partner with operations to identify and address opportunities for meeting and exceeding SLAs, headcount commitments, shrinkage assumptions, efficiency metrics, etc.
- Create detailed project plans including targeted improvements in performance and timelines to improve actual performance vs assumptions and/or commitments.
- Partner with Operations and client services to track performance of each site as it pertains to the project plans to improve key metrics to keep IBEX meeting and exceeding headcount and SLA targets.
- Work with the recruitment and training teams to ensure timelines are met and projections are aligned as we funnel people into production.
- Contribute to the assessment, analysis, planning, and delivery of client workforce management initiatives.
- Responsible for conducting best practice initiatives through weekly staffing and performance calls for all sites.
EDUCATION/EXPERIENCE:
- Bachelor’s Degree in Mathematics or related field or equivalent experience, and
- 10+ years of Workforce Management experience
- 5+ years of Supervisory/ Management experience
- Multi-site and Multi-skill call center experience is a must and non-negotiable.
- Previous large (~2500 seat) call center experience
- Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software
- Forecasting, Scheduling and Intraday management experience
- BPO experience in Workforce Management, Operations or Client Services, preferred.
- Ability to support the Mission and Core Values of IBEX Global Solutions.
- Familiar with a variety of the field's concepts, practices, and procedures.
- Must possess very strong analytical skills.
- Must possess an in-depth understanding of call center metrics and mathematics
- Ability to successfully interact with internal Operations and clients from VP level to associates
- Experienced and effective in conflict resolution and relationship management.
- Highly developed interpersonal, verbal and written communication skills, including outstanding presentation skills.
- Must be highly organized and detail-oriented with the ability to handle multiple priorities and complete tasks/projects to meet specified deadlines.
- Must possess a positive, solution-oriented and customer-focused attitude.
- Ability to interact with all levels of personnel in a diverse workforce.
- Strong technical aptitude and expertise (Excel, Word, PowerPoint, Learning Management Systems).
- Four year college degree preferred.
- Leadership and people management skills
- Strong written and verbal communication skills
- Demonstrated analytical and organizational skills
This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus. Employee is frequently required to sit for extended periods of time.
While the schedule is generally Monday through Friday, candidates must be able to work between the hours of 5:00 am – 10:30 pm, seven days a week. This position requires up to 50% travel.
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