Schedule Management Leader- WFM
Santa Ana, CR
hace 5 días

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
  • Qualifications

  • 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%
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