Workforce Manager | Intraday Management

Кандидатствайте• 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.