Manager - Global Workforce Management

Responsible and accountable for defining developing Process Strategy, Tools, Solutions
for delivery of WFM Disciplines
Volume Forecasting
Long term and short term Capacity Planning
Resource Scheduling
Activity Management
Real-time Adherence and Performance Tracking
License Management
Makes strategic recommendations to improve productivity while balancing service levels and
costs
Facilitate development of WFM employees
Provide leadership, direction, develop and maintain team morale.
Success Measures
Define and Deploy Global WFM strategy
Forecast accuracy
Scheduling Efficiency
Improvement in CSAT, ASAT rNPS scores
Transparency standardization of performance matrix scorecard
Reporting and optimization of License management
Authority | Decision Making
Decisions in daily contingency planning
First level escalation point for all resourcing
and staffing issues

Challenges
Change management leadership
Effective communication (internal/
external)
Ongoing service improvement through
upskilling of teams
Cross functional relationship efficiency
Challenging the established way of doing
things

Key Contacts | Internal
Global/ Regional/ Country teams functions
Sales Accounts Management - Global
Operations Management - Global
Continuous Improvement - Global
Administration Purchasing
Finance Accounts - Global
Human Resources - Global/ Local