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Position Summary and Responsibilities:
Review, validate and ensure timely delivery and accuracy of reports prepared by WFM towers (Forecasting, Capacity Planning, Scheduling).
Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled.
Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.
Manage internal and external audit with processes and controls in place.
Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality.
Skills Environment:
Must demonstrate sound arithmetic, analytical and problem solving skills.
Ability to work with minimal supervision and support Operational requirements and objectives.
Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
Excellent people and client management skills
Communication/Negotiation:
Effectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism.
Ability to communicate with all levels of internal management and clients on a professional level.
Ability to reprioritize, delegate and set expectations to client and customer satisfaction.
Problem Solving:
Ability to conduct a full root cause analysis on operational performance with the ability to turn findings into a robust improvement plan.
Manage variability of intraday management in the processes effectively.
Career Path Policies (for internal candidates only):
The game-changers must have the approval of his or her immediate supervisor to apply for the call.
•Required tenure: 6 months.
•Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).
•Must not have active disciplinary actions.
•The game-changer may participate in only one process at a time.
•Comply with the learning paths of the Corporate University.
•Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.
•If it is necessary to launch the same call for applications several times, the not selected game-changer will not be able to apply for the same position in the following 2 months.
•The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.
•Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.