Head of Workforce Management

The head of Workforce Management is responsible for leading the strategic planning, forecasting, scheduling and real time management of workforce operations. The duties outlines is to ensure optimal staffing levels, cost efficiency and service excellence whilst maximizing employee productivity

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Develop and implement workforce management strategies aligned with organizational objectives.
• Lead long-term and short-term staffing plans based on business forecast
• Provide analysis that anticipates workforce needs and risks
• Design efficient staff schedules that meet operational needs
• Ensure proper coverage while controlling labor cost
• Monitor daily operations and staffing levels
• Make real time adjustments to ensure service levels are met
• Manage/track attendance
• Provide regular reports-internal and external to clients and senior leadership
• Lead and develop the WFM team
• Oversee workforce management tools
• Track daily attendance (daily log, point tracker, writeups/warnings)
• Daily temperature checks
• Timecard management-Overtime alerts, updating and approving timecards
• Manage team schedules-Saturdays/overtime

Job Requirements

• 5-10 years’ experience in Workforce Management or Operations
• Experience in high volume environments
• Advanced Excel, PowerPoint, Word and data analysis
• Knowledge of WFM systems and tools
• Leadership and team development skills
• Excellent organizational and communication skills
• Strategic thinking
• Ability to make decisions under pressure
• Keen attention to detail
• Must be results driven
• Good time management skills
• Ability to analyze, summarize and communicate findings