Workforce Optimization Leader
2 weeks ago
Unlock the Potential of TOA Global
About Workforce & Capacity Management Director RoleThis pivotal position drives efficiency, enhances employee satisfaction, and delivers exceptional service levels across the organization. As a visionary leader, you will develop and implement workforce and capacity strategies by analyzing trends, forecasting requirements, and aligning plans with business goals.
Key Responsibilities:
- Strategic Workforce Planning: Develop and implement workforce strategies to optimize operational excellence and alignment with business objectives.
- Operational Leadership: Oversee daily workforce operations, ensuring SLA compliance, managing schedules, tracking performance, and addressing forecast deviations to meet demand.
- Data Analytics: Lead WFM tool optimization, utilize data analytics for actionable insights, and deliver regular KPI reports on performance and adherence.
- Team Leadership and Development: Manage and mentor the WFM team, fostering collaboration and excellence. Provide coaching and development opportunities and serve as a subject matter expert in workforce management best practices.
- Stakeholder Management and Engagement: Collaborate with Operations, HR, Finance, and other departments to optimize workforce processes. Communicate strategies, updates, and challenges across the organization and provide data-driven recommendations to leadership.
- Process Improvement: Identify inefficiencies and implement process improvements to boost productivity and cost-effectiveness. Drive continuous enhancements in forecasting, scheduling, and real-time adjustments, while staying current on industry trends.
Personal Attributes:
- Strong analytical skills with ability to translate data into actionable strategies.
- Exceptional communication, presentation, and influencing abilities.
- Inclusive but decisive leadership style with a goal-focused approach to helping others achieve more than expected.
- Possess ambition, drive, and enthusiasm for growth and client success.
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