We are seeking a dynamic and experienced Workforce Management Manager with expertise in Time Series Forecasting (Required, ERLANG and Data Analysis.
In this leadership role, you will oversee the forecasting and scheduling functions, ensuring optimal workforce utilization and customer service levels.
The ideal candidate will have a minimum of 5 years of experience in forecasting, strong Python or R programming skills, and a track record of successfully leading teams.
Responsibilities :
- Provide leadership and guidance to a team of workforce management professionals focused on scheduling, real-time monitoring, hiring, pipeline management, data entry, and high-level analysis.
- Utilize ERLANG and other center models to develop accurate workload forecasts and optimize staffing levels.
- Apply advanced forecasting techniques, including ARIMA, SARIMA, Holt, and to other models as needed utilizing Python or R, to improve demand projections.
- Collaborate with stakeholders to gather data requirements, reconcile conflicting objectives, and develop effective workforce strategies.
- Engage with outsourced operations in Asian countries, particularly the Philippines and India, to drive efficiency and alignment.
- Foster a culture of collaboration and continuous improvement, promoting knowledge sharing and innovative workforce management practices.
- Demonstrate strong leadership presence and effectively communicate complex concepts and ideas to executive-level stakeholders.
- Conduct regular performance evaluations of the workforce management team, providing feedback and guidance for professional development.
- Stay abreast of industry trends and technological advancements in emerging technologies (AI / ML), workforce management software and tools.
- Bachelor's degree in Statistics, Data Analysis / Science, or a related field (preferred)
- 5+ years of experience in forecasting and workforce management, with a focus on leadership and oversight
- Proven proficiency in Python or R programming languages
- In-depth knowledge and experience in ERLANG and other center models
- Familiarity with NICE CX One platform is a plus.
- Strong leadership skills with the ability to inspire and motivate a team towards success.
- Excellent collaboration and interpersonal skills, with the ability to reconcile conflicting objectives and build consensus.
- Strong analytical mindset, with the ability to interpret complex data and provide actionable insights.
- Effective presence and communication skills to engage with executive-level stakeholders.
- Ability to thrive in a fast-paced environment and adapt to changing business needs.
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