Workforce Manager

Responsibilities :

• Design & set-up workforce management process with Team leaders, Headquarter and Senior Management in order to ensure the best match between workforce and availability
• Communicate KPIs to Group Performance Management and partner business units
• Provide quantitative insights to regional operations to identify areas for improvement / best practice
• Provide workforce management expertise during tender process
• Offer support to Platform Managers in forecasting discussions for sizing process-platform need/coverage
• Offer support to the Team leaders in an efficient planning organization and for hotline steering
• Manage daily staffing level to ensure optimal productivity overall the platform
• Develop/provide the operational dashboard / monitor KPI’s to give platform managers the required steering tools
• Take all initiatives for KPI & Workforce improvement
• Review and improve processes, either by providing best practices through training or automating tasks through custom development
• Offer support and facilitation between IT and operational teams
• Implement automated solutions at platform / global competence center level

Desired experience & skills:

1. 3+ years experience in workforce management, preferably within a contact center or high volume environment;
2. Previous sound exposure to client and/or senior management;
3. Expertise in capacity planning, forecasting, real-time management, reporting and sizing;
4. Proficient in designing or implementing workforce management processes and tools;
5. Excellent organizational,  project management  and presentation skills;
6. Able to work with large amounts of data to identify trends and patterns;
7. Able to manage multiple, complex, ongoing tasks and projects;
8. High attention to detail with a strong desire to optimize procedures and processes;
9. Strong verbal and written communication skills;
10. High achiever and self-starter;
11. MS Office mastery (Excel, Outlook, PowerPoint) and outstanding ability to learn technology very quickly;
12. Fluent in English and Romanian
13. Minimum Bachelor Degree.

To apply, send your resume to lacramioara.radulescu@bpi-romania.com