Senior Director, Workforce Management

About the Role:

The Senior Director for Workforce Management is a senior leadership role & will drive the strategic vision for optimising workforce performance across the Organisation & is tasked with implementing and leading best-in-class workforce management practices to drive optimal customer experiences, increase staff engagement, and improve performance.

We are looking for a forward-thinking, data-driven, and engaging senior leader who is passionate about enabling frontline teams to deliver amazing customer and people outcomes

Strategic Workforce Leadership:

• Set the strategic direction for Workforce Optimisation, ensuring alignment with the organisation’s strategy.
• Lead the development and implementation of workforce management strategies that optimise customer and people outcomes, and meet workforce agreement obligations.
• Establish forecasting practices and operating rhythms that enable effective operational and financial planning and execution.
• Ensure workforce planning, scheduling, and real time operations and outcomes are best-in-class.
• Ensure staffing levels are appropriate to meet the customer, financial, and operational requirements.
• Collaborate with operations leaders and enablement teams to ensure the workforce optimisation function is aligned and embedded into the way the organisation operates.
• Collaborate with senior leaders, including technology, Operations, and risk to integrate workforce strategies with the broader business objectives and regulatory requirements.
• Own the relationship with key workforce technology vendors

Team Development and Leadership:

• Lead, mentor, and inspire a team of Workforce Management professionals, with a focus on efficiently enabling frontline teams to deliver brilliant customer outcomes.
• Cultivate a high-performance culture that encourages collaboration, innovation, and professional growth within the team, ensuring they are equipped to manage the complexities of a multi-channel environment.
• Set clear expectations and performance goals, providing regular feedback and coaching to develop future leaders within the team.

Data-Driven Decision Making:

• Champion the use of analytics and data-driven insights to guide workforce optimisation strategies across the organisation.
• Lead the development of predictive models and frameworks that enable the team to proactively address workforce challenges
• Ensure the integrity and accessibility of workforce data, collaborating with Technology and data teams to leverage reporting, analytics, and visualisation technologies.
• Provide strategic insights and reports to senior leadership, highlighting key trends, opportunities, and risks in workforce performance

WFM System migration & Project Management:

• Lead projects around developing the Skills framework, generate new ideas and conceptual frameworks to help solve problems, provide hands-on delivery and create insightful findings and recommendations.
• Draft and produce procedural manuals and guidelines related to Skills/Strategic Workforce Planning to enable consistent deployment of the process.
• Manage end to end migration & WFM projects along with presenting complex ideas, data and analysis in a visually accessible way, ability to draft presentations and documentations to communicate key conclusions and complex issues to senior stakeholders.

Key Skills and Capabilities

• Minimum of experience (10+ years) couple with bachelor's degree in a business-related field or equivalent experience
• Experience and technical expertise with ‘best practice’ workforce management tools and technologies
• Good communication skills, presentation excellence, information analysis & interpret capability (ability to present detailed technical analysis, assumptions, and recommendations)
• Detailed knowledge and experience of managing large workforce planning teams across multiple sites and vendors.
• Previous leadership experience within operations teams or senior management position
• Exceptional analytical and technical skills
• Experience working with Genesys WFM highly desirable
• Well-developed analytical and problem-solving skills, with proven ability to adopt a pro-active stance towards business issues