Vice president global workforce management at Eastonworld | Torre
Vice president global workforce management
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Eastonworld

Vice president global workforce management

Eastonworld
Posted by
Juan camilo Martinez Benavides
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Full-time

Legal agreement: Employment

Compensation
USD125K - 225K/year
Non-negotiable
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Hybrid (United States)
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Visa sponsorship: Yes
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Posted almost 6 years ago

Requirements and responsibilities

Leadership: • Motivate and inspire multi-functional teams • Leading analytical, data driven, and tactical planning teams. • Identify future Workforce Management leaders and develop the bench strength • Identify and utilize employee strengths, while developing areas of opportunity • Develop strong relationships with the WFM teams and internal/external WFM customers • Collaborate, gain agreement, and communicate multiple competing priorities • Consistently address performance or disciplinary concerns according to company policy Workforce Management: • Develops the successful structure to drive continuous improvement teams and consistently meets or exceeds bill to pay and gross margin percentages, call center KPIs, customer service, technology, and professional development. • Creates strategic recommendations to improve productivity while balancing service levels and costs • Continuously improving Workforce Management planning accuracy • Managing teams to proactively analyze and implement agent staffing, plans including re-forecasting requirements • Managing teams and processes that improve forecasts, capacity plans and schedules are generated in a timely and precise fashion • Leads teams of nimble real time plan adjustments to improve margins and service levels • Assist in resolving serious customer complaints and escalated issues • Facilitates, leads, and participate in daily and weekly meetings among key stakeholders • Manages and inspects the planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes • Leads forward thinking planning teams that develop different scenarios and develops contingency plans for unexpected events • Configures data gathering systems, designs and develops the means to capture and record data • Leading teams to deliver insightful and easy to understand analysis/recommendations to all levels of the company
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