Lead and enable a high-performing team of WFM analysts responsible for the long-term headcount planning, forecasted FTE requirements, scheduling and Intraday efforts of the region.
Responsible for building both the budgeted and forecasted agent headcount outlook and our capacity planning is aligned with expense expectations.
Partner closely with Operational stakeholders to implement staffing strategies, ensuring KPI targets are being met while balancing costs. This includes executing real-time strategies to optimize operational outcomes.
Work with leadership across diverse, cross-functional teams and BPO sites to optimize and mature the operating model, manage key business levers, and adapt to dynamic business changes.
Provide leadership to collect, consolidate, and analyze operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances in FTE.
Analyze historical utilization, schedule adherence, volume, AHT, shrinkage, and attrition at skill/channel and site levels, and provide business recommendations and inputs that enhance and improve the workforce management cycle.
Contribute to and execute the global strategies of the WFM function.
Qualifications and Competencies
Bachelor’s degree or equivalent work experience
10 + years of FP&A, Capacity Planning, Strategy, Finance, or WFM experience with a minimum of 5 years of experience in leading a team
Establish and own end-to-end detailed tracking and control processes for headcount, capacity, invoice reconciliation, and budget management across a complex vendor network
Experience in capacity planning, long-term forecasting, headcount budgeting, and allocation of agent resources distributed across multiple sites and BPO partners
Ability to develop frameworks and solutions to high-level questions and concepts
Project/program management, process development, influencing, and consulting skills
Demonstrate exceptional leadership skills with an ability to mentor and coach both your team and be a stunning colleague for others to learn from
Due to the regional scope of the role and diverse stakeholders, the ability to communicate complex thoughts in simple terms, both in English and Spanish, is required to drive results
Experience with G-suite apps (Docs, Sheets, Slides) is nice to have