Job Title: Workforce Manager
Overview
We are seeking a highly skilled and experienced workforce manager to oversee global workforce planning and real-time contact management across multiple international customer contact locations.
Key Responsibilities
* Forecast and schedule staffing needs across all contact channels and regions.
* Monitor and adjust real-time resource allocation to meet service levels.
* Manage demand fluctuations, including during disruption or emergency events.
* Collaborate with cross-functional teams to align resources.
* Oversee global case handling across systems.
* Track and report on agent adherence, occupancy, productivity, and performance.
* Lead operational readiness planning and contingency simulations.
* Provide daily/weekly/monthly performance reports and insights.
Qualifications & Experience
* Third-level degree in Business, Economics, Commerce, or equivalent experience.
* Proven experience in workforce management within a large contact centre.
* Strong people management and stakeholder engagement skills.
* Hands-on knowledge of contact centre tools.
* Advanced proficiency in Excel and reporting tools.
* Excellent analytical, communication, and problem-solving skills.
* Flexible, proactive, and capable of working independently and in teams.