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Netflix Regional Manager CS Workforce Management Mexico, Mexico City, Mexico City 100130161
23.06.2024
Responsibilities
- 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
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