At Support Services Group we are looking for an experienced WFM Enablement Manager to oversee the WFM Enablement function, focusing on optimizing workforce strategies and ensuring effective implementation across various areas, including WFM Insights and the Global Operating Model. This role is crucial for enhancing operational efficiency, improving processes, and supporting data-driven decision-making within the organization.
Key Responsibilities:
- Lead initiatives to enhance workforce planning, scheduling, and resource allocation across the organization.
- Collaborate with the Business Intelligence (BI) team to ensure alignment and prioritize insights for data-driven decision-making.
- Establish key performance indicators (KPIs) and governance frameworks to ensure consistency and accountability in performance measurement across the organization.
- Ensure global adoption of workforce management tools, facilitating their effective use across all teams.
- Define and implement global processes for the Global Operating Model (GOM) to ensure consistency and efficiency across regions.
- Analyze workforce data and metrics to identify areas for improvement and recommend actionable solutions to enhance performance.
- Leverage predictive analytics to anticipate workforce needs, identify future trends, and proactively adjust strategies to optimize workforce performance.
- Work with Talent Acquisition and Learning to align workforce needs with business objectives.
- Provide training and support to team members to ensure they have the necessary tools and knowledge to succeed.
- Prepare and present comprehensive reports on workforce metrics and performance to senior leadership.
- Create a system for gathering manual data when automation is not available, focusing on minimizing errors and ensuring accuracy in data collection.
- Stay current with industry trends and best practices to continually improve WFM strategies and practices.
Qualifications:
- Bachelor’s degree in Business Administration, Human Resources, or a related field.
- 3+ years of experience in workforce management or a related field, with at least 1 year in a supervisory role.
- Experience in Business Intelligence (BI) is required.
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Excellent communication and interpersonal skills, with a proven ability to work collaboratively across teams.
- Proficiency in workforce management tools and data analysis software.
Preferred Skills:
- Familiarity with R or Python: Knowledge of programming languages used for advanced data analysis, such as R or Python, is beneficial.
- Familiarity with Calabrio tools and systems is a plus.
- Project management experience is a plus.
- Knowledge of contact center operations in the BPO space is beneficial.
- Strong problem-solving skills and a proactive mindset.
Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.