Global Workforce Management Vice President

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Position Purpose

• Responsible for the Global WorkForce Management teams to include the Forecasting & Scheduling team and the Real Time team. 
• Ensures efficient, effective, consistent, & analytical approaches are followed during the planning & execution stages of the daily/weekly/monthly call center operational plans to achieve optimal client performance & company profitability (Revenue Focus, Cost as a % of REV focus + other key drivers of efficiency).
• Coordinates studies & implements new processes/procedures/standards which drive accountability & responsibility with the WFM teams.
• Oversees the activities of team members, focusing on delivering service & support to Clients.
• Responds to complex, escalated enquiries; & checks the work of others to ensure projects are conducted effectively & recommendations & reports are accurate & timely.
• Prioritizes & assigns tasks to ensure that the team's resources are used effectively & that work schedules & targets are met.
• Exposure to upper management continues to heighten with increased direct and indirect associated deliverables & responsibilities.

Essential Functions 

• 95% - Manages capacity planning and resource management functions. Supervises all functional areas of workforce optimization of Support Services. Responsible for managing national and local regions process design and implementation for both operational and technical applications and processes. Develops standards of operation for center-level support teams. Identifies efficiencies through process management. Drives accountability and responsibility within the WFM groups. Delivers agreed upon service levels for WFM Center/WFM deliverables. Coordinates implementation of new electronic Work Force Management (eWFM) modules, upgrades, and enhancements. 

- Develops and maintains and delivers upon Service Level Agreements for internal and external customers.

- Provides interdepartmental coordination and facilitation of core/key processes.

- Develops strategic operating plan for Workforce Management, encompassing staff planning and development, systems support and adaptation to changing environments.

- Drives change and communicates change to all levels in WFO organization.

- Develops leadership in Workforce Optimization operations and assists with development of strategy planning.

- Monitor and evaluate all Workforce Optimization functions and ensures most effective and cost controlled methods are utilized.

- Make recommendations for improvement in all functional areas of Support Services.

- Lead and facilitate cross functional meetings of all functional areas of Support services. 

• 5% - May perform other related duties and responsibilities as assigned and/or required

Job Qualifications
Skills, Knowledge & Abilities: 

• Strong leadership skills, qualities, and proven track record
• Revenue oversight and management experience
• Ability to read, analyze & interpret data as well as excellent written & verbal communication skills with the ability to effectively communicate & interact with all levels of personnel within the organization, including presenting information & responding to questions from GWFM internal & external customers
• Ability to identify & properly handle complex issues requiring a high level of expertise in making recommendations & decisions
• Skill in establishing & maintaining effective working relationships
• Advanced working knowledge of Microsoft Excel, Word, PowerPoint & other programs as required
• Advanced working knowledge of mathematical fundamentals: fractions, percentages, ratios & practical situations
• Advanced analytical & problem-solving skills
• Able to work independently with efficient time management skills
• Strong working knowledge of scheduling software packages such as eWFM, IEX, Verint, etc.… is a required
• Strong working knowledge of switch technologies such as Avaya, Meridian, Aspect, Rockwell, etc….is a required
• Ability to adapt to changing priorities, meet deadlines & work well under pressure
• Ability to be able to transfer learned knowledge to others within the team, to OPS, to our Clients, to Agents, etc. …
• Ability to exercise initiative & judgment as well as make decisions within the scope of assigned authority

Education Or Formal Training:

• Minimum Bachelor Degree from a certified College or University 

Experience:

• Ten (10) or more years minimum experience is required within a WFM role and/or other Contact Center roles
  Prior Supervisory experience of six (6) years minimum is a required

Material & Equipment Directly Used:

• Requires use of standard office equipment & PC, mouse, & various peripherals

Working Environment/Physical Activities:

Work is generally performed in an office environment. The noise level in the work environment is usually moderate. Travel may be required yet limited. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; & talk & hear. The employee is occasionally required to reach with hands & arms & stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, depth perception, & the ability to adjust focus.