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Resource Planning Manager, Workforce Optimization Specialist

hace 2 meses

Xico, México Netflix A tiempo completo

About the Role

The Resource Planning Manager is a critical position at Netflix, responsible for overseeing the Intraday efforts of our Business Process Outsourcing (BPO) partners. This role requires a strong leader who can provide guidance and oversight to a dedicated team in Hyderabad, India, while managing the direct relationship between Netflix and the outsourcer.

Key Responsibilities

  • Drive the performance of the Intraday function at the BPO, ensuring that our partners are fulfilling their contractual obligations and meeting customer demand.
  • Lead a team responsible for creating schedule requirements and ensuring that BPOs are fulfilling those requirements to meet customer demand.
  • Collaborate with capacity planning analysts to ensure that our partners are fulfilling the requirements to meet the demand forecast.
  • Develop and maintain Intraday processes and procedures, ensuring that BPO partners are in compliance.
  • Facilitate tracking of performance trends and ensure that BPOs work with regional Workforce Management (WFM) teams to take action when performance is being impacted.
  • Ensure daily, weekly, and monthly reporting cadence by the team is met.
  • Facilitate the use of appropriate WFM tools by the BPO.
  • Collaborate with Operational partners and WFM colleagues across regions to create, maintain, and manage systems and regional processes.

Requirements

  • BA/BS degree or equivalent work experience.
  • Past Workforce Management experience, specific to intraday management, is preferred.
  • 3+ years of experience supporting Workforce Management teams in a leadership capacity.
  • Experience with at least one Workforce Management application and system.
  • People management/coaching experience and influencing skills.
  • A proven track record of managing teams in nascent org structures.
  • Proficient in MS Excel/Google Sheets, including the use of pivot tables, charts, and graphs, and v-lookup formulas.
  • Strong mathematical, analytical, communication, and organization skills.