Description

-Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend product improvements
-Develops the team to be able to perform complex analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of product and service offering changes, customer workflow and process changes, operations drivers, and customer routing changes
-Working with Vendor Mgmt
-Ensuring role approvals are processed in accordance with Technology Approval Matrix
-Collaborate and contribute to improving other related processes
-Contribute to and administer the global Human Resources (FTE) Plan and maintain controls to manage headcount to a 7% vacancy rate
-Manage Staff Position approval process
-Source/download HR/Contingent workforce information from a variety of sources and is responsible for the production of monthly/quarterly FTE reporting used for benchmarks/reporting requirements including Audit Committee plan, regulatory reporting, and Balanced Scorecard
-Perform analysis of People demographics - tenure, work experience and academic/professional designations/turnover to support Audit Committee regulatory requirements, Benchmark initiatives
-Prepares reports and monitors efficiency of CPU operations

Qualifications

-3 years and Up experience as a Workforce Manager or any related workforce
-Must have experience in handling a team of leads and workforce analysts
-Create and maintain meaningful dashboards and reports
-Handle stakeholder escalation to ensure satisfaction, and act as an interface between team and management
-Roll out agent schedules, reporting, timekeeping, and call controlling that meet required and committed capacity for programs assigned on a weekly basis
-Up to 80k-100k salary ( but it depends on the experience of the candidate )