Global Workforce Optimization Manager

hace 3 semanas

Ciudad de México, Ciudad de México Logitech Inc. A tiempo completo
About Logitech Inc.

Logitech Inc. is a global leader in the design, manufacture, and marketing of personal peripherals and software solutions. Our mission is to make people's lives easier, more enjoyable, and more productive. We strive to deliver world-class customer experiences through our products and services.

Job Summary

We are seeking a highly skilled Global Workforce Optimization Manager to join our Customer Experience team. As a key member of our operations team, you will be responsible for optimizing and overseeing the efficient deployment of human resources across international call center partners. Your main goal will be to create staffing models that align with forecasted demand, while accounting for planned and unplanned events.

Key Responsibilities
  • Monitor and adjust staffing levels to meet service level agreements (SLAs) and ensure optimal efficiency in call center operations.
  • Utilize historical data and trends to forecast future call volumes, staffing needs, and resource allocation.
  • 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.
  • Leverage workforce management software and tools to optimize scheduling, track real-time performance, and implement automation where applicable.
  • Work closely with regional managers to understand local nuances, cultural considerations, and regulatory requirements that may impact workforce management strategies.
  • Develop and implement standardized workforce policies and procedures to ensure consistency and compliance across all global call center operations.
  • 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.
  • Stay informed about industry trends, changes in customer behavior, and emerging technologies to proactively adjust workforce strategies accordingly.
  • 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.
Requirements
  • 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.
  • Ability to analyze workforce data, identify trends, and make data-driven decisions to optimize performance.
  • Strong verbal and written communication skills to convey strategies, policies, and performance insights to diverse teams and stakeholders.
  • Cultural sensitivity and understanding of diverse international locations.
  • Problem-solving skills to address workforce challenges and implement effective solutions.
  • Adaptability to changing business environments, emerging technologies, and diverse regulatory landscapes.
  • Leadership skills to lead and motivate globally dispersed teams.
  • Technical proficiency in workforce management tools, software, and technologies.
  • Time management skills to efficiently manage time and resources.
  • Negotiation skills to address conflicting priorities and achieve mutually beneficial solutions.
  • Attention to detail to ensure accuracy in workforce scheduling, performance analysis, and compliance.
Preferred Qualifications
  • 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.
Education and Experience
  • 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.
  • Demonstrated expertise in managing and analyzing large datasets to derive insights into contact volume trends and workforce requirements.
  • 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 to extract, manipulate, and analyze data for forecasting and staffing needs.

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