Job Description

Job Scope:

• Daily Operations Oversight: Manage daily Workforce Management (WFM) activities to ensure operations meet quality standards, service levels, and customer expectations.
• Team Leadership: Lead and manage the WFM team, ensuring smooth operations and achievement of SLAs and KPIs.
• Roster Management: Develop and maintain rosters that align with client operational needs, coordinating with clients and account managers.
• Compliance Assurance: Ensure all WFM practices adhere to industrial and legislative requirements.
• Data Analysis: Analyze data and trends to improve resource reliability and performance reporting.
• Issue Resolution: Investigate WFM-related complaints and collaborate with account and operations managers to enhance processes and service quality.
• Team Resourcing & Development: Oversee team resourcing, engagement, training, and skill-building to align with operational needs.
• Stakeholder Collaboration: Build strong relationships with stakeholders, customers, account managers, and the sales team to enhance service delivery.
• Continuous Improvement: Identify and implement process improvements, updating SOPs and policies to optimize operations and achieve key performance goals.
• Service Review Leadership: Lead service review meetings to resolve issues, strengthen relationships, and drive operational enhancements.

Requirements:

• Bachelor's Degree in Human Resources or related fields.
• Approximately 10 years of experience, with about 4 years in workforce management.
• Hands-on experience managing 24-hour shift schedules.
• Skilled in preparing and presenting team KPIs, productivity metrics, and project updates.
• Proven ability to set and achieve team goals and objectives.
• Strong customer service expertise and familiarity with process flows, policies, and procedures.
• Excellent communication and interpersonal skills with a collaborative mindset.
• Strong analytical and problem-solving abilities.
• Solid team management experience, with prior experience managing a team of 15-20 members.