Workforce Manager | Intraday Management

София

Човешки ресурси

Хибриден 5-10 години опит

Short Description

Manpower is a global leader in workforce solutions and HR services. On behalf of our international client operating in the customer experience and business services sector, we are looking for an experienced WFM leader to join their team as WFM Manager - Intraday Management.The Role:This is a senior leadership position within the Workforce Management (WFM) function, responsible for overseeing real-time operations and ensuring that workforce plans are effectively executed across multiple clients and countries. The role combines strategic leadership, people management and operational decision-making, with a strong focus on service level performance, operational efficiency and client commitments.

Description

• Lead and take overall responsibility for the Intraday Management function, ensuring the achievement of real-time performance KPIs and client Service Level Agreements (SLAs);• Define and implement the strategy, standards and operating model for real-time workforce management;• Oversee intraday operations, providing direction and making critical decisions during unexpected changes in workload, service disruptions or operational incidents;• Lead and develop the Team Leaders responsible for Intraday, Traffic Management and Floor Management activities;• Set clear objectives and performance indicators, support talent development and ensure effective team performance and succession planning;• Establish and maintain consistent processes for real-time monitoring, incident management, escalation and operational communication;• Drive continuous improvement, automation and the effective use of WFM technologies to increase efficiency and responsiveness;• Oversee intraday reporting, scenario planning, post-incident analysis and the identification of operational risks and improvement opportunities;• Work closely with the Planning team to translate real-time insights into improvements in future forecasts and schedules;• Build strong relationships with senior Operations stakeholders, Country Directors and WFM Business Partners;• Lead performance review and governance meetings, presenting key findings, risks and recommended corrective actions;• Ensure a smooth transition of published workforce schedules into the live intraday management environment.

Requirements

• 8–10+ years of experience in Workforce Management, with at least 3–5 years in a senior or people management role within Intraday Management, Real-Time Management or a Command Center environment;• Strong end-to-end understanding of the Workforce Management lifecycle, with in-depth expertise in intraday operations and real-time performance management;• Proven experience leading, coaching and developing operational teams in a fast-paced, 24/7 contact center environment;• Strong decision-making skills and the ability to manage critical operational situations under pressure;• Excellent stakeholder management and communication skills, including experience working with senior business and operational leaders;• Good understanding of contact centre performance drivers, service level requirements and the financial impact of workforce management decisions;• Extensive experience with WFM platforms such as NICE, Verint or similar, particularly real-time adherence and intraday management modules;• University degree in Business, Operations Management or a related field would be an advantage;• Fluent English.

Offer

• Opportunity to take a senior leadership role within an international WFM organisation;• Professional environment with a strong focus on operational excellence and continuous improvement;• Competitive remuneration package and additional benefits;• Opportunities for professional development and career growth.If you recognise yourself in this opportunity and are looking for your next career step, we would be happy to hear from you.All applications will be treated with strict confidentiality.Only shortlisted candidates will be contacted. Confidentiality is guaranteed!Manpower Bulgaria has License № 2033 / 20.04.2016 for providing human resources services.