Vice President Workforce Management Shared Services
The primary objective of this role is to provide strategic direction and tactical leadership for all functional areas within a multinational BPO Workforce Team; to initiate, implement, and effectively manage advanced workforce planning and optimization practices for the organization. The leader will instill best practices, through focused delivery of company financial goals, and client’s operational expectations through partnership with our Governance and Best Practices team.
• Develops, supports, and drives strategic objectives of the workforce management team in accordance with the Governance and Best Practices pillar. • Forms effective partnerships with various contact center operations, business unit leadership and corporate support functions to understand and address organizational staffing requirements. • Develops, communicates, and continuously assesses position requirements for direct reports; coaches colleagues to improve individual and team performance against established metrics • Works effectively within a team based environment and maintains good internal and external client relationships. • Managing tight deadlines, staying organized and utilizing resources to provide high quality recommendations and staffing plans.
• Strong analytical, problem-solving, technical, information-management and decision-making skills • Demonstrated strong interpersonal and communication skills • Superior organizational skills and the ability to follow through • Exceptional multi-tasking and prioritization skills • Excellent oral and written communication, including presentation skills • Ability to adapt to Change and Innovation • Leadership/management/motivational skills • Service Oriented
Education & Workplace Experience:
• University or College Degree in a related discipline (Computer Science, Marketing, Communications, and Business) • Experience working with Aspect, Genesys and Tele Opti software considered an asset • 10 years related experience leading a BPO Workforce Team to include 5 years of executive workforce management leadership and analytical modeling experience within high volume multi-client environment.