Reporting directly to the EU Capacity Planning Manager, the Senior Workflow Manager is responsible for driving the performance of the EU Customer Service Networks focusing primarily on Workflow management.
The Senior Workflow Manager primary responsibilities include operational head-count planning and tactical network capacity management along with managing a team of Workflow analysts who are responsible for interval level scheduling.
The Senior Workflow Manager will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilisation and service levels.
The successful candidate will be a creative and analytical problem solver, who is comfortable in a fast-paced, multi-tasked, high-energy environment.
They will be able to demonstrate a history of commitment to exceptional customer experience, a high level of dedication, enthusiasm, and motivation.
The candidate will need to be comfortable having difficult conversations, ensuring that the correct action is taken for the end customer.
This primary focus of this role is supporting the Spanish Market place and the role is based in Costa Rica.
Primary Objectives :