Workforce Manager

Job description

About The Role

We looking for an innovative and experienced Manager of Workforce Management (WFM). Reporting to the Sr Director of WFM, this is an important leadership role responsible for leading the strategic planning, implementation, and execution of all workforce management functions for a 350-person support operation that includes in-house teams across three geographies for follow the sun support. This role ensures the organization meets service level agreements (SLAs), operates efficiently, and achieves strategic and operational goals, with a focus on delivering an outstanding customer experience.

Day To Day

 

• Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels (tickets, back office support with multiple SLA requirements).
• Oversee capacity planning to align staffing needs with business objectives and customer demand, partnering effectively with business leaders and finance to ensure accurate forecasting and budgeting.
• Lead a WFM team of 4-5 people covering forecasting,  scheduling and  real time management.
• Partner closely with other leaders to ensure alignment between operations processes and procedures and workforce management objectives.
• Leverage data analytics and workforce tools to enhance reporting, drive operational improvements, and increase efficiency.
• Collaborate with other stakeholders to identify opportunities to innovate and improve support delivery with the latest customer support technologies.
• Develop and manage key performance indicators (KPIs) related to workforce management, including forecasting accuracy, occupancy, shrinkage, and adherence.
• Present reports and insights to senior leadership, providing recommendations for improving contact center efficiency and customer experience.
  
   

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Qualifications

• • 4+ years of experience in workforce management within a contact center environment, with at least 2 years in a leadership role and 1 year minimum working with back office contact types.
• • Expertise in WFM software (e.g., Verint, NICE, Aspect, or similar) and telephony systems (e.g. ,CXOne, , Genesys, or similar)
• • Strong analytical skills with experience in forecasting, capacity planning, scheduling, and real-time management.
• • Proven ability to collaborate with operations leaders to drive innovation, process optimization, and improved customer experience.
• • Excellent leadership, coaching, and team development abilities
• • Ability to work in a fast-paced, dynamic environment and drive continuous improvement.

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.