Workforce Management Director

hace 1 semana


San Francisco, Heredia, Costa Rica Experian A tiempo completo

Company Overview

About Experian

Experian is a leading global information services company that helps organizations make informed decisions. We believe in the power of data to unlock opportunities and drive positive change.

Job Description

Job Title:

Workforce Manager

About The Role

We are seeking an innovative and experienced Workforce Manager to lead our strategic planning, implementation, and execution of all workforce management functions. This is an important leadership role responsible for ensuring the organization meets service level agreements (SLAs), operates efficiently, and achieves strategic and operational goals with a focus on delivering an outstanding customer experience.

Key Responsibilities

  • Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels (tickets, back office support with multiple SLA requirements).
  • Oversee capacity planning to align staffing needs with business objectives and customer demand, partnering effectively with business leaders and finance to ensure accurate forecasting and budgeting.
  • Lead a WFM team of 4-5 people covering forecasting, scheduling, and real-time management.
  • Partner closely with other leaders to ensure alignment between operations processes and procedures and workforce management objectives.
  • Leverage data analytics and workforce tools to enhance reporting, drive operational improvements, and increase efficiency.
  • Collaborate with other stakeholders to identify opportunities to innovate and improve support delivery with the latest customer support technologies.

Requirements

  • 4+ years of experience in workforce management within a contact center environment, with at least 2 years in a leadership role and 1 year minimum working with back office contact types.
  • Expertise in WFM software (e.g., Verint, NICE, Aspect, or similar) and telephony systems (e.g., CXOne, Genesys, or similar).
  • Strong analytical skills with experience in forecasting, capacity planning, scheduling, and real-time management.
  • Proven ability to collaborate with operations leaders to drive innovation, process optimization, and improved customer experience.
  • Excellent leadership, coaching, and team development abilities.
  • Ability to work in a fast-paced, dynamic environment and drive continuous improvement.

Benefits

  • We celebrate your uniqueness and offer a culture that values diversity, equity, and inclusion.
  • Our people-first approach has earned us recognition as one of the World's Best Workplaces 2024 and Great Place To Work in 24 countries.
  • We prioritize work-life balance, development, authenticity, collaboration, wellness, reward & recognition, and volunteering.

Others

  • We are proud to be an Equal Opportunity and Affirmative Action employer.
  • Innovation is at the heart of our DNA and practices, and our diverse workforce drives our success.
  • Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability, or age.

  • Workforce Manager

    hace 1 semana


    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Job DescriptionJob description   About The RoleWe looking for an innovative and experienced Manager of Workforce Management (WFM).Reporting to the Sr Director of WFM, this is an important leadership role responsible for leading the strategic planning, implementation, and execution of all workforce management functions for a 350-person support operation...


  • San Francisco, Heredia, Costa Rica Hewlett-Packard Cds Gmbh A tiempo completo

    **Job Summary:**We seek a seasoned Engineering Director to oversee our data collection and analytics engineering teams. As a key leader within Hewlett-Packard Cds Gmbh, you will drive innovation in data collection and analytics technologies, manage both local and remote managers, and ensure the successful execution of projects.**Key Skills and...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Role OverviewThe Workforce Analyst is responsible for ensuring daily service levels in all Operational Units. This involves working closely with local leadership to ensure the most effective use of the workforce against key performance metrics. Key responsibilities include:Maintaining a balance between production volume and planned capacities to ensure all...


  • San Francisco, Heredia, Costa Rica Equifax A tiempo completo

    About Our Team">We're a team of dedicated professionals at Equifax, passionate about making a difference. Our culture values innovation, collaboration, and employee development.">The Wfm Real Time Analyst/Duty Monitor plays a vital role in our team, ensuring seamless communication and effective resource allocation.">Responsibilities">Main tasks...


  • San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    We are looking for a Program Management Director who can help us raise the customer-experience bar everywhere our devices show up in the world. This role involves working across the complete portfolio of devices and services, including Echo, Fire TV, Alexa, E-Reader, Smart Home, and other emerging product lines.The ideal candidate will have experience...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    **Company Overview**Bosch Service Solutions is a leading provider of Business Process Outsourcing for complex business processes and services.We utilize cutting-edge technology and the Internet of Things to develop innovative solutions in Mobility, Monitoring, and Customer Experience.With a team of over 9,000 associates across 27 locations, we support...


  • San Francisco, Heredia, Costa Rica Viant Medical A tiempo completo

    About the RoleViant Medical is seeking a seasoned Program Management Director to oversee the planning, execution, and monitoring of new projects and transfer programs. This individual will ensure adherence to timeline, scope, budget, and quality standards while training and mentoring program managers on fundamental aspects of program management.Main...


  • San Francisco, Heredia, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Amzn Support Srvcs Costa Rica is a technology-driven company that requires strong English proficiency to excel in our workforce management roles. As a Workforce & Capacity Manager, you will be responsible for optimizing the staffing requirements for our site's needs.The ideal candidate will have 5+ years of experience in capacity/workforce management roles...


  • San Francisco, Heredia, Costa Rica Grupo Stt A tiempo completo

    About the RoleThe Data Management Director Position at Grupo Stt requires a leader who can develop and implement effective product data management strategies. As a key member of the team, you will collaborate with other functions to ensure data accuracy and consistency across the organization.Key AccountabilitiesDrive business growth through data-driven...


  • San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Job DescriptionYou will report to the Talent Management Director and join our D2C business.You will also have a technical rotation manager, who will be one of the following: Director of Analytics, Director of Service Management.Responsibilities:Complete two 6-month, customized rotations across our business groupsGet hands-on experience with the latest...


  • San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Job Description You will report to the Talent Management Director and join our D2C business.You will also have a technical rotation manager, who will be one of the following: Director of Analytics, Director of Service Management.Responsibilities: Complete two 6-month, customized rotations across our business groups Get hands-on experience with the latest...


  • San Francisco, Heredia, Costa Rica Experian A tiempo completo

    About ExperianExperian is a leading global information services company that helps individuals and businesses make informed decisions.We are looking for highly skilled professionals to join our team in Costa Rica and contribute to our mission of helping people succeed.Program OverviewThis is a permanent home-based role that offers the opportunity to gain...


  • San Francisco, Heredia, Costa Rica Experian A tiempo completo

    As a Talent Management Operations Director at Experian, you will play a key role in designing and implementing programs that drive business results and fuel thought leadership. The ideal candidate will have a proven track record of success in designing and implementing graduate programs, with expertise in project management, people management, program...

  • Workforce Analyst

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description- _Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services.Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.Around 9,000...


  • San Francisco, Heredia, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    We are looking for a talented Workforce & Capacity Manager to join our Amzn Support Srvcs Costa Rica team. As a Workforce & Capacity Manager, you will be responsible for owning and leading the overall forecast and staff capacity planning process.The ideal candidate will have 5+ years of experience in capacity/workforce management roles in large-scale...


  • San Francisco, Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

    Director of EngineeringThis role has been designated as 'Office', which means you will primarily work from an HPE office.We are seeking a dynamic and experienced Director of Engineering to lead our local and remote teams Cloud Physics and SDOE engineering teams in the data collection and analytics space.As the Director of Engineering, you will be responsible...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Job OverviewBosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services.We utilize the latest technology and the Internet of Things to develop integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.Around 9,000 associates at 27 locations...

  • Enterprise Risk Director

    hace 1 semana


    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    About UsExperian is a global leader in information services, empowering consumers and clients to manage their data with confidence. We operate in 44 countries and have 20,000 people working together to drive innovation and growth.**Job Details:****Job Title:** Enterprise Risk Program Director**Reports to:** VP Risk Management, EITSThe Enterprise Risk Program...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description- _ Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services.Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.Around 9,000...


  • San Francisco, Heredia, Costa Rica Hpe1Us A tiempo completo

    We're looking for a seasoned professional to take on the role of Risk Management and Inventory Control Director. In this position, you'll be responsible for managing inventory optimization and risk management programs to drive the right level of total planning inventory.Your key responsibilities will include:Leading cross-functional teams across the entire...