At CWT, we have a unique and compelling culture as an employer defined by our people and supported by our Core Values. Our employees feel a genuine respect for one another, act with uncompromising integrity and feel proud of our global market leadership.
They value working together, embrace opportunities for continuous learning and have an intense desire to serve customers.
CWT is looking for talented and enthusiastic people. People who want to realize their professional ambitions while delivering the highest levels of expertise and service to our customers.
As a global leader in business travel management, we offer exciting opportunities in different areas around the world. If you share our commitment to excellence and customer care and enjoy professional challenges, we would like to hear from you.
Learn about us and start your journey.
Lead and manage the Global Schedule Management division of WFM team. Perform all Work Force Activities to provide accurate and timely schedules for all accounts / regions as per the structure and set-up.
Ensure optimized distribution of resources as per workload, region specific requirements and other criteria.
Lead the global team to prepare weekly / monthly schedules, reconcile HC, holiday planning etc
Create short-term forecasting based on LRF (Long range forecast) received from the planning team
Review and recommend shift and schedule changes based on LRFs / SRFs
Maintain an optimum balance between Operations preferences vs. Business Goals
Coordinate with extended WFM team and be responsible for their deliverables
Maintain employee database, work rules, skill & queue mapping on Verint to support the CWT setup
Perform administrative duties and coordinate with technology and product teams towards the maintenance of the scheduling software (Verint)
Prepare simulations / what-if scenarios when required
Help the team perform RCAs when needed specific to schedule related work
Provide trend analyses w.r.t shrinkage patterns, volume, AHT and other metrics
Participate and host schedule review meetings with stakeholders to discuss mid to long term impact of staffing scenarios and plans
Conceptualize and drive improvement projects
General / People Management
Lead, manage, coach & Up-skill team members
Manage career growth, set vision, direction, and culture in the team with focus on CWT core values
Effectively partner and build productive working relationship with peers, direct reports, leadership, and other departments
Analytical support to workforce and business teams
Stakeholder and client management
Participate in WFM forums, internal & external
Overall 10+ years of experience in WFM field with 5+ years in leading large teams in a contact center environment
Well versed with Verint particularly in scheduling
Experience of having implemented & handled change management with a new system
Experience of defining / improving scheduling processes globally for schedule management
Exposure to all domains of workforce management desirable.
Advanced knowledge of Excel, strong presentation skills
Ability to influence and collaborate across cultural and organizational boundaries at all levels
Consultative approach to work and appear solution oriented
Practical experience of creating schedules, short-term forecasts, staffing models
Strong communication and negotiation skills. Ability to explain ideas, concepts clearly
Track record of operating in a matrix environment
Graduate / Post Graduate degree or certification
Open to global Ops and leading a team of globally spread resources
Ability to travel 10% - 25%