Workforce Lead

This role will be responsible for leading a regional team, providing direction and support in the coordination and effective deployment of our Contact Center. This role is key in striving to ensure we achieve consistency and stability in our Contact Center performance and balanced against our Contact Center financial goals.

• Provide leadership and clear direction for the Workforce Management planning, focused on bringing stability and consistency to our Contact Centers performance.
• Identify opportunities for process improvements within deployment and wider the workforce planning teams.
• Focus on maximizing our Contact Center estate efficiency with specific focus on cost.
• Drive and execute a Workforce Management planning and handover cycle between our planning, deployment and Real Time functions.
• Implement and maintain a constant improvement culture within deployment function and wider Workforce Management.
• Working with Team Leads and managers on implementation and maintenance of KPIs to measure performance and impact of team(s).
• Creation of performance tools and processes with the aim to standardize performance assessment and apply rigor to service analysis.
• Provide Senior management with future forecasted performance predictions and mitigation action plans.
• Build and maintain strong working relationships with a variety of stakeholders specifically regional and global partners.
• Focus on External Partner Services interaction and process alignment.
• Working with other regions drive global alignment of processes, procedures and best practices across globe.
• Provide leadership and direction for cross-functional Workforce Management improvement initiatives.
• As the business evolves regularly reviewing team structure to ensure we are set up for success.
• Introduce and advocate for a change control culture in the Contact Center.
• Professional Development of a team with a variety of skills and experience.

• Bachelors degree is required.
• 2+ years of direct people management and team development.
• Previous experience managing a Workforce Management team.
• A strong leader with a genuine interest and proven talent for coaching and developing others.
• A strong understanding of the WFM life cycle including forecasting, capacity planning, scheduling and Real time.
• Strong negotiation skills and capable of influencing others including senior stakeholders using reason and analysis.
• Solid interpersonal skills with an emphasis on effective communication, both verbal and written.
• Ability to act with a sense of urgency to ensure internal and external customers are served in a timely manner.
• Ability to analyze and identify workload trends and take appropriate action(s).
• Advanced knowledge of Excel.
• Ability to gather and analyze statistical data and generate reports for stakeholders.
• Self-starter with an ability to work efficiently and effectively.
• Strong prioritization and meticulous attention to detail.
• Capable to work under stressful situations.
• High level of knowledge of workforce management methods & principles.
• Confidence and ability to explain complex concepts effectively across a variety of stakeholders/partners.
• Analytical/technical aptitude in process and workflow optimization.
• Process driven.
• Relevant experience working with WFM-tools; for example: Teleopti, Aspect, Verint, NICE IEX.

Information :

• Company : Crawford & Company
• Position : Workforce Lead
• Location : Manila
• Country : PH