CX Global Workforce Manager

Engineering Mexico City, Mexico

About CX:

The Customer Experience team at Logitech exists to orchestrate experiences and deliver customer service that builds relationships, prompts loyalty, and delivers growth to Logitech. We strive to deliver world-class CX with speed, accuracy, and quality of responses and to be an extension to each of our Brands while deploying strategy that allows us to scale with agility. We advocate for the customer and the company. We do this through equality, environmental sustainability, empathy, expectation-setting, effortless experiences, engaging relationships, and eliminating errors. We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers’ needs and expectations

Job Summary:

As the CX Global Workforce Manager, your main responsibility is to optimize and oversee the efficient deployment of human resources across international call center partners. This involves collaborating with various teams to create staffing models that align with forecasted demand, while accounting for planned and unplanned events. Key duties include managing staffing levels, forecasting future workforce needs, implementing strategic workforce plans, and collaborating with regional managers to address staffing challenges. You will also be responsible for developing and implementing workforce policies, optimizing utilization of personnel, and utilizing data-driven insights to enhance overall workforce effectiveness. requiring a deep understanding of BPO operations and the ability to apply analytical insights to optimize resource allocation and service delivery. This function demands flexibility, accuracy, commitment, and clean execution to be successful.

Job Responsibilities:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech.

• Staffing Optimization: Monitor and adjust staffing levels to meet service level agreements (SLAs) and ensure optimal efficiency in call center operations.
• Forecasting and Analysis: Utilize historical data and trends to forecast future call volumes, staffing needs, and resource allocation. Conduct regular analysis to identify patterns and areas for improvement.
• Performance Metrics Monitoring: Track and analyze key performance indicators (KPIs) such as call abandonment rates, average handle time, and service levels to assess and improve call center performance.
• Technology Utilization: Leverage workforce management software and tools to optimize scheduling, track real-time performance, and implement automation where applicable.
• Collaboration with Regional Managers: Work closely with regional managers to understand local nuances, cultural considerations, and regulatory requirements that may impact workforce management strategies.
• Policy Development: Develop and implement standardized workforce policies and procedures to ensure consistency and compliance across all global call center operations.
• Training and Development: Collaborate with training teams to ensure that call center agents are adequately trained, and ongoing development programs are in place to enhance skills and performance.
• Adaptation to Market Changes: Stay informed about industry trends, changes in customer behavior, and emerging technologies to proactively adjust workforce strategies accordingly.
• Communication and Reporting: Provide regular and ad-hoc reports to leadership on workforce performance, trends, and recommendations for improvement. Communicate effectively with various stakeholders to ensure alignment with organizational goals.
• Risk Management: Identify potential risks and challenges related to workforce management, develop mitigation strategies, and implement contingency plans to ensure continuous operations.
• Employee Engagement: Implement initiatives to enhance employee engagement, satisfaction, and retention within the call center teams across diverse global locations.
• Continuous Improvement: Stay updated on industry best practices and emerging trends in BPO forecasting and workforce management to continuously improve forecasting methodologies and processes. Drive a culture of continuous improvement, exploring and implementing innovative solutions to optimize workforce efficiency and deliver exceptional customer service.
• Compliance: Ensure adherence to labor laws, regulations, and company policies related to workforce management across different geographical regions.

Knowledge and Skills:

For consideration, you must bring the following minimum skills and behaviors to our team:

• Proven experience as a Forecast Analyst in a BPO or contact center environment, with a deep understanding of call volume forecasting and workforce management principles.
• Analytical Skills: Ability to analyze workforce data, identify trends, and make data-driven decisions to optimize performance.
• Strategic Thinking: Develop and execute strategic workforce plans aligned with organizational objectives and global business goals.
• Communication Skills: Strong verbal and written communication skills to convey strategies, policies, and performance insights to diverse teams and stakeholders.
• Cultural Sensitivity: Understanding and respecting cultural differences to effectively manage teams in diverse international locations.
• Problem-Solving: Proactively address workforce challenges and implement effective solutions to ensure operational efficiency.
• Adaptability: Flexibility to adapt to changing business environments, emerging technologies, and diverse regulatory landscapes.
• Team Collaboration: Work collaboratively with cross-functional teams, including regional managers, HR, training, and IT, to achieve common workforce management goals.
• Leadership Skills: Lead and motivate globally dispersed teams, fostering a positive and inclusive work culture.
• Technical Proficiency: Familiarity with workforce management tools, software, and technologies to optimize scheduling, forecasting, and reporting.
• Time Management: Efficiently manage time and resources to meet operational demands and ensure optimal staffing levels.
• Negotiation Skills: Negotiate with regional stakeholders to address conflicting priorities and achieve mutually beneficial solutions.
• Attention to Detail: Pay close attention to details in workforce scheduling, performance analysis, and compliance to ensure accuracy.
• Employee Engagement Strategies: Develop and implement strategies to enhance employee engagement, satisfaction, and retention.
• Risk Management: Identify and mitigate potential risks related to workforce management in diverse international contexts.
• Customer Focus: Understand the impact of workforce management on customer experience and align strategies with customer satisfaction goals.
• Proficiency in statistical analysis and forecasting software/tools (e.g., Excel, Tableau, or similar platforms).
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing business requirements.

In addition, preferable skills and behaviors include:

• Certification in forecasting or workforce management.
• Certification in project management
• Experience with BPO-specific tools and technologies for forecasting and scheduling.
• Strong project management skills and the ability to lead cross-functional initiatives.
• A proactive and detail-oriented approach to driving continuous improvement in forecasting processes.

Qualifications:

• BS/BA degree in Statistics, Mathematics, Economics, or related field - or equivalent job experience.
• Minimum 2-5 years of proven experience as a Forecast Analyst in a BPO or contact center environment, developing accurate forecasting models and staffing plans.
• Demonstrated expertise in managing and analyzing large datasets to derive insights into contact volume trends and workforce requirements, preferably in customer service or operations.
• Experience in collaborating with data departments and BPOs to ensure data consistency, accuracy, and relevance for forecasting and staffing purposes.
• Strong technical skills and experience working with databases (e.g., SQL, Snowflake, etc.) to extract, manipulate, and analyze data for forecasting and staffing needs.
• Knowledge of workforce management software is a plus.
• Call center operation experience/knowledge required.
• Basic understanding of Supply Chain and Inventory Management.
• Strong and verifiable knowledge of customer care processes and techniques.
• Effective English and Spanish skills required.
• Computer proficiency in email environments, MS Word/Excel/PowerPoint, and Visio.