Workforce Strategy Manager
1 month ago
We're a dynamic organization with a shared purpose: to deliver exceptional customer experiences through service, value, and empathy. Our diverse team of 22,000+ professionals is dedicated to making a positive impact in the healthcare world. We're committed to excellence, innovation, and continuous improvement, and we're seeking a talented Workforce Strategy Manager to join our team.
About the RoleWe're seeking a skilled Workforce Strategy Manager to coordinate and manage key resourcing inputs into our Workforce Optimization Cycle. As a key member of our team, you'll be responsible for feeding back impacts on said inputs to business stakeholders and representing the whole workforce team to the business. This is a permanent, full-time, hybrid working position that can be located anywhere nationwide.
Key Accountabilities- Act as a conduit for all impact assessment, forecast inputs, budget planning, and shrinkage activity across all lines of business.
- Collate and capture forecasting accuracy information for distribution, improvement, discussion with stakeholders.
- Assess What-if Analysis requests and work with chosen WFO team members to provide analysis to stakeholders.
- Represent WFO in Business Integration forums to ensure Customer Communication planning is aligned with capacity and shared with the team for inclusion in forecasts.
- Manage the Training & Recruitment Calendar with the Training and Talent Acquisition teams to ensure compliance with all training requirements are met.
- Coordinate and influence planned off-phone activity to balance operational requirements with business outcomes and budgets.
- Contribute to Continuous Improvements by analyzing data and performing root cause analysis to identify common process and procedure issues.
- Minimum 5 years of experience working in a contact centre-related environment.
- Cross-channel experience in the contact centre – including voice, digital, back office, and retail across service, retention, and sales queues.
- Experience using WFM (NICE preferred but not mandatory), Genesys Telephony preferable but not mandatory, Sprinklr/Live Person digital platforms.
- Strong analytical building knowledge with experience utilizing Power BI to comprehend and analyze data.
- Demonstrated time management skills and ability to manage competing priorities to achieve deadlines and desired outcomes.
- Ability to work with ease in a rapidly changing environment.
- Proven ability to adopt a proactive stance towards business issues.
- Strong proven stakeholder management skills and capability to influence.
- We reward our people and celebrate their success, provide initiatives that develop careers, and look after our people's health, well-being, and futures.
- We're a welcoming lot, no matter who you are or where you've come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.
- We offer a wide range of benefits, including our own products (health insurance discounts) and many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few).
- An additional annual leave day for you to focus on your well-being.
- An additional volunteer day each year for you to give back to your community.
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