Head of Workforce Management

2 tygodni temu

Gdańsk, Pomerania, Polska Lyreco Group (Italy) Pełny etat

The Head of Workforce Management oversees workforce optimisation across countries. Success involves strategic planning, forecasting, and ensuring optimal staffing to meet operational needs.
Responsibilities include scheduling oversight, performance analysis, and leading the WFM team.
Key metrics include productivity, staffing efficiency, and compliance. This role drives overall company success by ensuring effective workforce management.

Main Responsibilities:

Head of Workforce Management

The Head of Workforce Management oversees workforce optimisation across countries. Success involves strategic planning, forecasting, and ensuring optimal staffing to meet operational needs.
Responsibilities include scheduling oversight, performance analysis, and leading the WFM team.
Key metrics include productivity, staffing efficiency, and compliance. This role drives overall company success by ensuring effective workforce management.

Main Responsibilities:
  • Audits and reviews ways of working and performance of countries to provide and drive recommendations to countries to optimise their operations with structured framework in place to identify, formalise and share best practice and knowledge across countries
  • Defines, drives and evolves Customer Care Key Performance Indicators, sets benchmarks with effective review and comparison of KPIs between countries
  • Engages with key stakeholders to form strong, collaborative working relationships across the business in both local and group teams with key role in leading the Customer Care community.
  • Analyse trends and capturing input critical to accurate forecasting, scheduling and capacity planning.
  • Develop an ecosystem for practical data and define practices for continuous investigation of past performance to gain insights and enable decision-making process.
  • Establish reporting methods around key metrics related to WFM.
  • Develop processes to improve forecasting and staffing.
  • Staffing plan recommendations based on results analysis.
  • Comparing actual results to forecasts on a daily, intra-daily, weekly, monthly, and annual basis to ensure appropriate staffing levels.
  • Monitoring the effectiveness and efficiency of scheduling staff in aligning company-wide processes and procedures to achieve Customer Care KPIs.
  • Highlights gaps and challenges areas of inefficiency or low productivity
  • Supports segmentation of service within Customer Care with relevant metrics and data
  • Coordinate annual and quarterly planning and monthly updates/replans with various stakeholders.
  • Grow, develop & lead a team of workforce management specialists.
Qualifications & Skills:
  • Minimum of 7 years of experience in workforce management, with at least 3 years in a leadership role
  • Bachelor's Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field. Equivalent work experience may be substituted for educational requirements.
  • Fluency in English, both verbal and written and experience in working in an international environment
  • Strong understanding of contact centre operations and workforce management principles.
  • Proficiency in workforce management software and Microsoft Office Suite.
  • Awareness of WFM and industry trends and best practices.
  • Excellent communication skills and ability to work with multiple teams and stakeholders at all levels across different countries.
  • Excellent analytical, organizational, and problem-solving skills.
  • Detail oriented; accuracy is critical.
  • Ability to travel regularly to various central locations and local countries
Benefits:
  • Sharing the costs of sports activities
  • Sharing the costs of foreign language classes and professional training
  • Private medical care
  • Life insurance
  • Holiday funds
  • Christmas gifts
What we offer:
  • Flexible working time (we start between 7-9 and work 8 hours respectively)
  • Hybrid work (3 days office, 2 days remote)
Reasons to join LYRECO:
  • A full- time job in a dynamic, passionate, international team
  • Competitive salary
  • Modern office in Olivia Business
  • You will work in hybrid work model in Gdansk, Poland

If the above job description interests you and you think you are a good fit, apply now We look forward to receiving your application.

#LI-Hybrid

#LI-AW1

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