Director Resource Management APAC

In this role, the position will demand a Senior leader across APAC Workforce Management functional areas, including Capacity Planning, Forecasting, Scheduling, and Resource Management. Provide strategic direction and tactical leadership for all functional areas within Workforce Management team. Accountable for driving and measuring cost savings through improved operational efficiencies including configuration design, occupancy, and scheduling efficiencies, along with highly effective management of agent FTE through resource and capacity management. Foster and execute a workforce management strategy that is driven by and complements overall operational organizational strategy. Direct the design, implementation, and monitoring of information collection and analysis for workload strategies, tactical decisions, and special projects.

As a Director Resource Management APAC, you will

• Work around Strategic Workforce Planning & Optimization initiatives.
• Monitor, collaborate & report on Performance and Productivity Analysis.
• Develop, Partner, Standardize, Identify & Advice around Contact Center Management.
• Planning, Execution around Project Management methodologies.
• Oversee avenues covering the ambit of financial responsibility.
• Managing teams & the entire employee lifecycle (from entry to exit) of team members.
• Documentation & Administrative tasks as assigned from time to time as part of the scope of the role.

About you

• Excellent oral and business writing communication skills.
• More than 5-7 years of Workforce Management & Forecasting experience with extensive background in Workforce Management software & experience with Workforce Management in multi-contact types and large contact centers.

• Bachelor s degree with up to 7 - 10 years of equivalent work experience along with people management experience.
• Ability to manage complex projects across multiple departments with Ability to build and maintain strong strategic relationships with key leaders.
• Manage and coordinate multiple initiatives simultaneously that often represent competing priorities.
• Capability of identifying customer needs - Listening to information, asking probing questions, applying knowledge, associating solutions.
• Execution with a focus and a results orientation approach, able to translate strategy into specific goals, tactics, action plans and deliverables.
• Preferred: The above with CWPP/CPF certifications, along with working knowledge of telecom technology, deep understanding of long range capacity planning software.
• Experience conducting and/or leading teams that perform complex data modeling and analytics.