Deputy Manager-Reporting & Analytics

Duties and Responsibilities

• Serve as a subject matter expert on the identification and interpretation of trends and insights with respect to the overall operational effectiveness of the business with respect to workforce planning.
• Perform statistical analyses and forecasting techniques and glean critical insights and trends.
• Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively
• Periodically reviewing personal development by means of mutual discussion and recording of personal development
• Coaching/motivating team members to enable them to fulfill requirements made both qualitatively and quantitatively
• Having regular team meetings and organizing team building activities
• Support and enable the development, optimizing, and maintaining the structure, systems, instruments and procedures in relation to the area of responsibility
• Manages multiple clients, planners and schedules to ensure consistency & quality of output from disciplines across multiple regions or on a global scale.
• Coordinates with operational & WFM leadership to confirm the effectiveness of WFM support & identify areas of opportunities.
• Drives knowledge sharing across geographic regions to promote consistency in process execution & support delivery.
• Develops organizational strategies around default system configurations, training and other critical WFM disciplines to provide a clear delineation of responsibility.
• Ensures innovation & improvement activities are applied across WFM disciplines to establish delivery consistency.
• Drives multi-region or global WFM employee development in order to elevate the support capability.
• Diffuses operational and internal WFM escalations to mitigate negative impacts originating by solution designs and/or implementation discrepancies.
• Continuous improvement aiming for a more efficient and effective way of working regarding the areas of responsibility
• Determine requirements, conditions and targets for the department and/or area of responsibility
• Assure processes and documentation of processes are fulfilled as intended by the members of the team and in accordance with the Sagility standards
• Review performance of clients based on defined WFM metrics with the teams and assure improvement plans and actions are taken
• Develop, determine, set and review the progress of (annual) goals and plans aligned with the department’s annual plan
• In charge of troubleshooting and problem solution
• Build strong and sustained relationships with other Operational and WFM leaders
• Develop and maintain strong communication lines (aligned with the government structure) between WFM and Operations or within the own WFM organization
• Managing expectations of internal customers and stimulating corporation
• Increasing satisfaction level of internal customer
• Dealing with complaints and dissatisfaction regarding the area of responsibility or share dissatisfaction items outside the own area of responsibility with the appropriate counterpart within the WFM management team.
• Promote WFM towards others within the organization.
• Continuous coaching and training for direct reports.

Qualifications

• Bachelor’s college degree or higher preferred
• 10-15 years of experience in workforce analytics, planning, forecasting, and/or workforce management with a large global call center.
• Excellent communication skills, including ability to write and understand concise technical documents and present ideas.
• A passion for numbers and data analysis
• Demonstrated ability to work with other WFM teams.
• Exceptional analytical, conceptual, and problem-solving abilities.
• Strong Excel skills with preferred experience in or knowledge of third-party capacity planning tools
• Strong quantitative, qualitative, analytical, presentation and communication skills that foster the communication of succinct, actionable insights, trends, and data. Ability to filter large amounts of complex data and research findings to identify interdependencies and meaningful patterns and trends
• Solid understanding of WFM fundamentals.
• Proven experience in the design, development, and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment
• Highly developed project management skills and proven ability to deliver organizational projects within designated timelines

For Internal Job Posting

With Moderate to Expert Competency Level in the following

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