Responsibilities

• The CX Workforce Management (WFM) Manager is a critical leadership role responsible for optimizing our multi-channel Customer Experience operations.
• This role will lead the end-to-end WFM cycle, including forecasting, scheduling, and real-time/intraday management, to ensure optimal staffing levels, meet service level agreements (SLAs), drive operational efficiency, and maintain a positive employee and customer experience.
• The successful candidate will be a strategic thinker with deep analytical skills and a proven track record in WFM leadership within a high-volume contact center or customer service environment.

Strategic Oversight:

• Align workforce strategies with business objectives to drive organizational success.
• Establish standardized processes for Service Delivery workforce planning, resource allocation, and optimization.
• Lead workforce management initiatives focused on continuous improvement of WFM
• Ensure the accuracy and reliability of workforce data to inform decision-making.
• Develop tools and models to optimize resource allocation by analyzing demand, supply, and capacity, while providing expert advice to internal stakeholders on enhancing resource utilization.

Scheduling & Intraday Management:

• Oversee the creation of efficient schedules to match staffing to predicted demand, ensuring adequate coverage to meet service level targets.
• Lead the real-time/intraday WFM team (if applicable) to monitor performance, adherence, and attendance, making dynamic adjustments to schedules, breaks, and resource allocation to mitigate service impacting events.

Workforce Planning and Resourcing:

• Lead workforce forecasting and ensure that headcount tracking meets the dynamic needs of Service Delivery teams.
• Create processes and tools for analyzing demand, supply, and capacity to optimize resource allocation and ensure efficient project delivery.
• Liaise with People and Talent Hub teams to ensure that project staffing requirements are met effectively.
• Develop long-term resourcing plans in collaboration with project teams, ensuring a continuous pipeline of talent to meet evolving project demands.
• Respond promptly to client inquiries regarding project capacity demand and supply.

Resource Allocation and Optimization:

• Oversee the strategic allocation of staff across multiple service delivery projects, ensuring efficient resource utilization.
• Manage and audit workforce capacity in complex and large-scale operational environments
• Prioritize project resources based on business and client needs while optimizing staffing to prevent under- or overstaffing.
• Direct program allocation and workforce distribution to ensure continuity and efficiency in service delivery across all projects.
• Monitor and document resource allocation across projects to ensure seamless system integration.

Stakeholder Management:

• Build and maintain strong relationships with key internal stakeholders, including HR, finance, and Service Delivery teams, to align workforce efforts with broader organizational goals.
• Act as the primary liaison for workforce planning insights, ensuring that leadership and project leads are well-informed of resource capacities and constraints.
• Align stakeholder expectations with workforce capabilities to mitigate operational bottlenecks.

Business Insights and Reporting:

• Analyze workforce data and trends to provide actionable recommendations for staffing adjustments, cost optimization, and enhanced efficiency.
• Share insights with leadership to support decision-making and drive workforce planning strategies that align with growth and expansion.
• Proactively identify risks associated with workforce shortages or surpluses and propose actionable solutions.

Team Management:

• Lead and develop the WFM Analysts team, fostering a culture of collaboration, accountability, and continuous improvement.
• Set clear performance expectations and provide regular feedback to team members to support their professional growth.
• Facilitate training and development opportunities to enhance the skills and capabilities of the WFM team.

Qualifications

• Bachelor’s degree required; additional qualifications preferred.
• 5-7 years of experience in workforce management or related roles.
• Experience in the outsourcing industry is an added advantage.
• Proven analytical skills and advanced proficiency in spreadsheet software (e.g., Microsoft Excel, Google Sheets) for data analysis, modeling, and reporting.
• Excellent communication and presentation skills, with a track record of working with senior leaders and cross-functional teams.
• Strong organizational skills and attention to detail in managing complex workforce scenarios
• Excellent presentation, written, and verbal communication skills, with the ability to effectively collaborate with clients, team members, and other business stakeholders.
• Proficient in the use of G-Suite (Google Workspace) apps.

Desired Attributes:

• Experience and understanding of WFM nuances for Nigeria and Africa
• Ability to work independently and collaboratively in a team environment.
• Ability to work in a fast-paced environment and drive results
• Possesses a strong analytical mindset complemented by excellent interpersonal skills.