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Resource Planning Manager, Workforce Management Expert

hace 1 mes

Xico, México Netflix A tiempo completo

**Job Summary**

We are seeking a highly skilled Resource Planning Manager to oversee the Intraday efforts of our Business Process Outsourcing (BPO) partner. The successful candidate will provide guidance and oversight to the dedicated BPO team in Hyderabad, India, ensuring they meet our set expectations and established workflows.

**Key Responsibilities**

  • Drive the performance of the Intraday function at the BPO
  • Lead a team responsible for creating schedule requirements and ensuring BPOs fulfill those requirements to meet customer demand
  • Ensure the BPO executes in accordance with their contractual obligations and responsibilities for Real-time performance of BPO partners within the region
  • Provide direction and support to the BPO on performance improvement opportunities
  • Develop and maintain Intraday processes and procedures, ensuring the BPO partner is in compliance
  • Facilitate tracking of performance trends and ensure the BPO works with regional WFM teams to take action when performance is impacted
  • Ensure daily, weekly, and monthly reporting cadence by the team is met
  • Facilitate 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
  • People management/coaching experience and influencing skills, with 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
  • Must be able to work a flexible schedule that enables collaboration across multiple time zones
  • Self-motivated and must excel in a minimally managed high-profile position
  • Experience in the context of an operation
  • Experience in Tableau and SQL
  • Must be able to travel internationally

**Netflix is an equal opportunity employer**

We celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status.