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Workforce Enablement Specialist
London Stock Exchange Group
posted 14d ago
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Flexible timing
Key skills for the job
Job Description
Job Description (Job advert content)
The Workforce Planning team provides the data, analytics, and resource management services to ensure Customer Operations staffing levels are appropriate to handle the needs of the business. This role of provides actionable insights to the business delivery teams including forecasting planning, efficiency, headcount tracking, and seating and space utilization. This role is the key interlock between Customer Operations, Human Resources Finance.
Responsibilities:
Forecasting Capacity Planning
Develop detailed resource models to show headcount utilization and need for major CO delivery team functions
Workforce Planner will be Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input for the capacity management process by use of standard forecasting tools and analysis.
Also responsible for the capacity, staffing and resource management of one or more accounts and is providing guidelines and directions towards the WFM Scheduler creation
Headcount Reporting Analytics
Provide recruitment pipeline requirement
Position Head Management
Efficiency Tracking
Provide robust measures of efficiency/productivity for each major business delivery team function
Scheduling
Scheduling and shift optimization for Customer Support roles
Customer Engagement
Work closely with Customer Operations team, HR and Finance partners to ensure Workforce Planning meets the business needs
Should be able to develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions.
Develop and produce performance information with which to advise, engage and influence various levels of operational management.
Qualifications:
confirmed experience in handling a workforce program, delivering resourcing plans for a variety of support and back office processing functions
Must have good Communication skills
Excellent database leadership skills
Should have good analytical, Interpersonal skills Problem Solving skills.
Should have proven understanding of Capacity plan build and scheduling
Outstanding communication and customer leadership skills and experience partnering with senior business leaders
Experience working in a highly sophisticated global matrix environment
Deep understanding of workforce planning, tools and methodology
Understanding of business processes improvement and methods of working
Strong interpersonal skills with all level of staff with excellent verbal and written communication
Excellent planning, teamwork and organization skills. Equal opportunity employer
Employment Type: Full Time, Permanent
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based on 823 employees
Flexible timing
Monday to Friday
No travel
Day Shift
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