Compounding and Polyisoprene Assistant Manager at Reckitt responsible for planning and supervising manufacturing processes. Driving efficiency, quality, and safety in production operations within the latex industry.
About the role
- Senior Manager managing Workforce Management for Customer Technical Support globally. Overseeing forecasting, capacity planning, and a high-performing team.
Responsibilities
- Own end-to-end WFM for CTS: forecasting, capacity planning, headcount/staffing models, hiring plan inputs, scheduling, intraday management (RTA), and performance reporting
- Deliver staffing plans that balance SLA attainment, cost-to-serve, agent experience, and flexibility across all channels (e.g., voice, chat, email, ticketing)
- Build and maintain forecasting models leveraging historical volume, seasonality, product launches, promotions, outages/incidents, and business growth assumptions
- Lead short- and long-range planning (weekly/monthly/quarterly) including shrinkage assumptions, occupancy targets, and productivity drivers
- Oversee schedule strategy (shift design, full-time/part-time mix, split shifts, remote/hybrid rules, and time-off policies) to improve coverage and adherence
- Drive intraday governance: real-time monitoring, re-forecasting, schedule adjustments, and proactive communication to Operations
- Establish the WFM KPI framework and operating rhythm (e.g., forecast accuracy, schedule adherence, shrinkage, occupancy, service level/ASA, backlog, abandonment, and capacity utilization)
- Provide executive-ready insights (trend analysis, root cause analysis, scenario modeling, and recommendations)
- Lead WFM process maturity: documentation, standard work, training, and continuous improvement
- Own the WFM tooling strategy: configuration and administration partnership, upgrades, automation, AI Agents and vendor management
- Partner cross-functionally with CTS Operations, Finance, HR/Talent, Training, QA, Product/Engineering, and BI/Data teams
Requirements
- 10+ years of relevant workforce management / capacity planning experience in customer support, contact center, or similar operations
- 5+ years of people leadership experience (managing WFM analysts, schedulers, and/or RTA functions)
- Deep expertise in forecasting (short- and long-range), staffing models, shrinkage, and occupancy
- Strong experience with scheduling strategy and multi-skill / multi-queue environments
- Strong experience with intraday/RTA operations and performance recovery
- Strong analytical skills (advanced Excel, SQL) with the ability to analyze large datasets and communicate insights clearly
- Demonstrated ability to influence senior stakeholders and drive outcomes in a dynamic, fast-changing environment
Benefits
- Competitive compensation package
- Annual cash bonuses
- Stock grants
- Comprehensive benefits package
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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