Job Summary:
• Looking for a strategic Senior Workforce Manager to lead workforce capacity planning and management efforts.
• This pivotal role is responsible for ensuring optimal workforce operations across our global BPO partners in Central America and the Philippines.
• The ideal candidate will possess deep expertise in workforce management, particularly with the IEX NICE platform, and have a proven track record of managing large-scale operations.
Qualifications:
• Bachelor’s degree in Business Administration, Human Resources, or a related field; Master’s degree preferred.
• Minimum of 7-10 years of experience in workforce management, with at least 5 years in a senior or managerial role.
• Extensive experience supporting BPO operations in Central America and the Philippines.
• IEX Guru - with at least 10 years’ experience
• 10 years’ experience in NICE inContact
• Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights.
• Excellent leadership and team management skills, with a proven ability to lead cross-functional teams.
• Exceptional communication and interpersonal skills, capable of influencing and engaging stakeholders at all levels.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Experience building a full WFM from the ground up
• Green Belt Certification required; Black Belt Certification preferred.
• Both of the following are mandatory requirements:
• Union experience
• Vendor/BPO experience
• Previous oversight of reporting arm of a business
• Experience working with finance team
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