Senior Workforce Manager
hace 6 días
We are seeking a highly skilled Senior Workforce Manager to lead our End-to-End Workforce Management delivery in Costa Rica. The successful candidate will be responsible for managing a team of representatives and analysts, providing coaching and feedback, participating in strategic planning, and ensuring the accuracy of all WFM processes.
Key Responsibilities
- Participate in the process of action and strategic planning that establishes annual goals and objectives for the organization;
- Manage a team of representatives and analysts, providing monthly coaching and feedback;
- Participate in monthly meetings with customers;
- Be in charge of forecasting, capacity planning, real-time analysis, and reporting processes;
- Ensure the accuracy of all WFM processes;
- Directly manage WFM, Client KPIs, and Financial performance across different verticals;
- Provide Business Intelligence and analytics for business purposes;
- Serve as a Point of Contact (POC) for customers and partners;
- Manage stakeholders;
- Monitor revenue and cost for the process;
Requirements
- Financial planning knowledge is mandatory;
- Strong ability to plan, multi-task, and manage time effectively;
- Excellent written, verbal, analytical, and communication skills;
- Strong data analysis skills;
- Bachelor's Degree (preferred) or High School Diploma (required);
- Excel Knowledge;
- Experience in WorkForce Tasks;
- 1 year of experience in WFM;
- IEX Certification (a plus);
- Advanced English proficiency (B2);
About Us
Webhelp is a leading global customer experience company.
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