Global Workforce Management Manager

• A C1 level of English both written and spoken
• Proficiency in Microsoft Excel, Word, Access, Windows operating systems and other database management and reporting software;
• Advanced understanding of forecasting and scheduling methodologies;
• Experience utilizing an automated WFM forecasting and scheduling tool
• Good knowledge of contact center processes and procedures

• As a Global Workforce Management Manager you will be responsible for the development, improvement and alignment of the WFM ︁︀​︂︃︃​︈︁​︁︉︂process and the team globally. You will Ensure the quality of WFM team to provide the service to operations to achieve the KPIs with a healthy financial performance.

• Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting;
• Design workforce management process, practice and methodologies to ensure that critical business needs are met and/or exceeded.
• Develop and implement Demand Forecasting processes, design Capacity Plans with different levels of granularity and considers multiple factors impacting resource availability/productivity;
• Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department;
• Build knowledge in the organization;
• Participate in Onboarding new projects;
• Build and develop WFM organization structure and responsibilities of each role
• Be the escalation point of the WFM supervisor and WFM processes;
• Be responsible in creating scorecard for the WFM team;

• Competitive salary package & meal vouchers
• The opportunity to work in a multi-cultural environment
• Private medical insurance
• Flexible working schedule & work from home possibilities
• Access to Multisport card
• Learning programs for your development
• Wellness activities for your wellbeing

We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability, or background.