Leading and managing large cross - functional projects that enhance go - to - market initiatives. Collaborating with various teams to create clear operational frameworks and strategies in insurance.
About the role
- Senior Workforce Manager optimizing workforce management framework for customer care operations. Driving projects and analysis to improve customer experience at a global level.
Responsibilities
- Optimize and manage our workforce management framework, including implementation of both short- and long-term forecasting, capacity planning and budget for the global footprint of Customer Care. You will take full ownership of the network on Workforce Management across all the outsources partners.
- Optimize Planning to execute short- and long term projects, to ensure we are in line with the company growth, Gross Margin, Cost per Booking and Cost to Serve metrics. You will take ownership of all WFM areas.
- Identify the best billing and operating model for our various lines of businesses to optimise performance and reduce wastage, and to optimize for the seasonality factors and reduce operational effort of the in-house WFM team.
- Perform quantitative analysis of key process indicators (Demand Drivers, Contact Ratio, CSAT and other metrics) and build business cases to improve Customer Journey and lead comprehensive execution plans for supporting customer experience improvement initiatives. To succeed, you will work with a variety of internal stakeholders, including Marketing & Product.
- Partner with cross-functional teams to solve problems, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally.
Requirements
- 8+ years of experience with workforce management and customer care operations projects such as improvement of efficiency, quality, costs etc. including experience with outsourced service providers. Ideally from a global BPO environment.
- Strong understanding of WFM principles and the functionalities of the common WFM tools in the market like IEX, Calabrio, Verint, Amazon connect, Zendesk, Avaya, data suites like Looker, Tableau, etc.
- Demonstrated knowledge of customer experience tools and systems including best practices.
- Strong business acumen with an ability to understand the direction and goals of the business.
- Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis.
- Strong understanding of forecasting, planning, scheduling and real-time management methodologies.
- Ability to work independently, anticipate problems and suggest solutions.
- Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organisation.
- Fluent written and verbal communication in English.
Benefits
- Health insurance
- Pension scheme
- Flexible working hours
- Professional development opportunities
- Global company with a diverse customer base
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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