Global Workforce Management Manager

4 days ago

Qesm El Maadi Cairo, Egypt TP Full time $60,000 - $120,000 per year

Job Title:

Global WFM (Workforce Management) Manager

Department:

Ops-Work Force Management

Reports To:

Global SDM of the account

Description:

You will be part of the Global Ops team that manages and supports 4 sites in 4 countries in terms of processes implementation, improvement and alignment. As a GWFM Manager, you'll be expected to be part of the fast-growing account ensuring all new locations and markets are up to the standards.

You are an expert in our TP WFM processes, models and tools, with strong leadership to lead the regional and local WFM teams working for the client.

Kep Performance Indicators:

  • Delivery and sustainability of the WFM metrics from all sites.
  • Strong partnership with the WFM teams.
  • Development of the Global WFM team members.

Main Responsibilities:

  • Overall responsibility and leadership for the WFM Cycle in the account.
  • Responsibility for the good level of partnership with the WFM side of the client.
  • Lead, monitor and support the Global WFM team members.
  • Implement and facilitate WFM blueprint processes (Forecast, Capacity Planning, Scheduling, Real Time Management, reporting and gap analysis…) in the account.
  • Improve and reconcile the WFM processes in the account.
  • Ensure overall compliance with the TP FM processes.
  • Train and support the WFM teams.
  • Manage improvement, innovation process, best practice sharing.
  • Continuous KPI Monitoring.
  • Point of Escalation.
  • Participate or lead Global WFM projects.
  • Overall responsible for the invoice process in the account.

Competencies and professional background:

Educational Background:

  • Related degree

Technical Skills: (knowledge, experiences, IT tools/software, languages):

  • Previous experience as a Global WFM Manager or regional WFM Manager
  • Strong skills in WFM including Capacity Planning
  • Excel expert
  • Strong analytical skills and understanding of mathematics
  • Economic efficiency driven
  • Solutions and results are oriented with customer centric approach (internal and external)
  • Attention to detail and accuracy are critical
  • Proficiency in English language (C1-C2)
  • Knowledge of scheduling tools (TSQ, Aspect, Verint…)

Soft Skills:

  • Proactive mindset, anticipation is key
  • Strong verbal, written, presentation and interpersonal skills
  • String leadership skills (supportive, open mindset.)
  • High level of communication

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