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Geo WFM Leader – North America

Req #: CNX00048389
Location: , US
Job Category: WFM
The WFM GEO leader drives CRM contract performance and WFM process maturity through implementation and maintenance of best practice WFM across our global centers.  They are able to move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Leader ensures WFM practice and drives the WFM Team to balance the needs of the business and the needs of our agents as optimally as possible, driving continual improvement through innovation and adaptation.
  • Set strategic direction and manage overall success of forecasting, scheduling and intraday management resources and operational metrics of the account
  • Work with key stakeholders to ensure WFM initiatives and priorities are aligned and delivered to meet contractual requirements
  • Responsible for driving forecasting metrics and results
  • Responsible for driving scheduling metrics and results
  • Responsible for driving operational goals
  • Brief management on status of WFM functions and metrics
  • Manage communication with Centers / Businesses
  • Coordinates with WFM Account Managers and Delivery to ensure WFM processes and practices are in place and properly excuted
  • Determine policies and procedures
  • Identify and leverage best practices
  • Ensure effective use of resources and automated systems
  • Provide business and contact center consulting to Operations and Account leadership
  • Implements productivity and revenue increase by driving efficiency and other related initiatives
  • Act as escalation point to address and resolve WFM support matters.
  • Communicate and take ownership of the exectuion of WFM Plans, ensuring the team is meeting deliverables and deadlines
  • Establish and foster strong working relationship within the CNX Global WFM community and out, eg Delivery Operations, IT ( Voice, Network) Solutions and Transition teams
  • Assists Geo Leadership by providing support or facilitating administrative help for data, reports, etc., and other responsibilities as assigned or required.
    • This role is responsible for setting strategic direction for all WFM disciplines.
    • This job role includes addressing dynamic and complex business requirements.
    • Define and communicate Governance Structure, objectives and operational guiding principles.
    • Periodically review WFM progress based on the strategic direction.
    • Planning and coordinating the re-engineering, integration, and control plans across delivery centers, regions, and geographies.
    • Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.
    • Identify and drive WFM indices.
    • Supports in risk mitigation planning.
    • Partner with various business verticals to enhance WFM support in newer and unexplored disciplines
    • Development of WFM professional and Leaders
    • Career Pathing 
    • Succession Planning
    • Talent Management.
    • Manage internal communications process between WFM GEOs’
  • At least 7 years current WFM experience; clear understanding of workforce management principles and
Practices of the following primary functional areas
  • Forecasting and Capacity Planning
  • Scheduling
  • Intraday/ RealTime Management
  • WFM Reporting
  • Prior contact center operational experience in a management / supervisory capacity
  • Knowledge of WFM Applications/ Call center tools , NICE – IEX Totalview preferred, Aspect eWFM
  •      Knowledge of Switch , ACD , voice applications and reports , experience in handling  Cisco UCCE
  • English: Fluent
  • MS Office
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