Reporting directly to the EU Capacity Planning Manager, the Workflow Manager is responsible for driving the performance of the EU Customer Service Networks focusing primarily on Workflow management.
The 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 Workflow Manager will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization 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 :
Manage a team of workflow analysts, ensuring that support is provided and all deliverables are timely
Manage output metrics like occupancy, service level ensuring that key KPI are achieved
Work closely with key stakeholders to plan for special events, bank holidays and peak events
Communicate regularly with key stakeholders to close any capacity gaps and mitigate capacity risks by managing dependencies across multiple sites and operating units.
Manage the planning and coordination of the scheduling of network non-productive time
Identify and manage optimal scheduling approaches across the all sites.
Identify root cause of any misalignment to the short term plan and implement corrective actions to ensure delivery of service level, cost and productivity goals.
Report on service level misses, root cause analysis, and production of corrective action plans.
Fully leverage existing technology, including standardization of reporting.
Support operational excellence by constantly improving workflow and operational processes.
Lead process-improvement efforts and manage the implementation of both business processes and technical solutions in line with Worldwide standards