Overview:
**Dir. Global Workforce Management & Optimization** | Level: Director**
Recruiter: Manuel Garcia
This position reports to: Ivan Alarcon, Sr. Dir, MS & Engagement Center, Americas
STATEMENT (defines the major functions/ purpose of the position)
The Director, Global Workforce Management and Optimization, is a key leader within Member Services Engagement Centers and is responsible for the development of the Engagement Centers workforce management capability, implementation and ongoing management of a best in class workforce management program and tools, including WFM desktop analytics, scorecards, KPIs, dashboards, and reporting. The position will be responsible for defining the workforce management process and supporting governance model to ensure Service Partnership Agreements (SPA) are met at optimum cost. This includes ongoing responsibility for forecasting and scheduling resources across Herbalife´s Member Services Engagement Centers. Other responsibilities include monitoring resource capacity, utilization, effectiveness, and capacity´s long term planning aligned with business needs.
The scope of this role spans across Americas Contact Centers Operations as well as support to EMEA, APAC and China Contact Centers on Workforce Management needs, while being responsible to consolidate Worldwide WFM Center of Expertise (COE) to support the global WFM organization to continuously improve their skills, insights, performance and way of working, conform high industry standards, to achieve effective and high-quality workforce management for GBS Member Engagement Centers.
The function leads a team of WFM Experts, Managers, and/or Sr. Managers across multiple functional segments (e.g. quality, improvement, training, sales analytics, project management) to ensure critical business needs are met. Advises Contact Center Operations Director on items related to operational health and provides tactical recommendations. Develops best practice strategies for industry segments or WFM disciplines so that they can be leveraged by all applicable business engagements. Handles operational and technical issues escalations by mitigating impact, driving the return of stable operations, and ensuring corrective actions are in place to avoid repeat occurrences. Communicates with Member Services Directors and Engagement Center Director as needed to represent WFM and explain methodologies, opportunities, and performance trends.
GENERAL:
- This position is a back office and controller role, who works in conjunction with Americas Engagement Center Operations Director and Member Services Directors from Americas Region (North America, Mexico and SAM CAM) to guarantee right Operational performance for Guadalajara and Queretaro Contact Centers, as well as provide recommendations for Torrance and South America locations on regards to optimization and overflow and operation relocation strategies. Also provides support and recommendations on WFM practices for EMEA, APAC and China.
- Broad and comprehensive understanding of different WFM, ADC and CTI systems, -theories and -practices.
- Applies broad industry awareness to drive financial and operational performance in Member Services Engagement Centers.
- Impacts business results through supporting achievement of Service Partnership Agreements (SPA). Guided by business area strategy.
- Negotiates and influences the opinions of others within the business unit and in external organizations; exercises sensitivity to the audience.
DETAILED RESPONSIBILITIES / DUTIES:
- Subject Matter Expert on ACD Contact Center Platform, responsible to co-lead ACD deployment from expert user and admin roles perspective
- Workforce Management to assure Member Services Engagement Center Cost Optimization while following Industry´s standards (Forecasting, Planning, Scheduling, Intraday, Real Time Management strategies, Agent Engagement Strategies)
- Responsible for IVR workflows, Workgroups and overflow strategies optimization
- Responsible to plan capacity for Inbound /Outbound blending as well as overflow strategies among regions to manage peak times and overall contact center Occupancy and Shrinkage
- Manage multi region outbound strategy as well as Campaigns Pay out - Maximize upsell
- cross sell opportunities
- In conjunction with Engagement Center Operations Director, plan for Center goals and SPA are meet, ensuring priorities and operational decisions to guarantee accessibility
- Maintain cost calculations per Regions with Finance GBS
- Maintain and enhance Center´s Performance Dashboards production at a GBS and Region level, provide recommendations and lead improvement plans to keep MEC productive and optimized. Provide executive level reports on workload trends & staffing requirements
- Support the deployment of Universal Queue Management strategies for overflow and blending optimization to balance workload while achieving Service goals and operation maximization
- Maintain 5Y capacity pla
