Workforce manager

Randstad este lider global în recrutare și gestionare de personal. Încă din 2016, suntem prezenți pe piața din România, în București și în Slatina. Având un număr de peste 130 de consultanți, peste 300 de clienți activi și minim 3000 de angajări pe an, contribuim la evoluția pieței muncii din România și ne apropiem de obiectivul nostru global de a impacta pozitiv viața profesională a oamenilor care au nevoie de un loc de muncă până în 2030.

Randstad is recruiting an experienced Workforce manager for a multinational outsourcing company, for a project dedicated to a telecommunications company from USA.

The Workforce Manager will coordinate plans to ensure that all staffing needs are met according to client and hiring company requirements, based on actual behavior in the call arrival patterns.
Control an understanding of the internal performance; provide reports, information and leading WFM Team in how to reach high levels of Staffing Levels, schedule adherence, line adherence.

Requirements:

• 3 years of experience in call center.
• 1 years of experience in WFM.
• Team management experience.
• Computer Skills.
• Advanced Excel Knowledge.
• Advanced Statistical Knowledge.
• Adaptability.
• Customer Orientation.
• Teamwork.
• Communication.
• Initiative Customer.
• Leadership.
• Strategic Thinking.
• Team Development.
• Results-Oriented.
• Change Management.
• Empowerment.
• Advanced English Written and Spoken.

• To coordinate and supervise the work of all Forecasting & Scheduling and MC teams on his assigned locations.
• Audit WFM deliverables in order to validate the hiring company and Client’s needs are accomplished.
• Ensure the functions of all other members of the WFM department are value-added.
• Empowerment of the WFM department to know internal and external clients’ needs.
• Keep proper documentation for all WFM processes.
• Responsible for the delivery, in a timely manner, of all the department activities and reports.
• Adequate use and improvement of the WMF strengths and development of their opportunity areas.
• Set common goals for the department.
• Prioritize and Execution.
• Oversee WFM Software implementations, changes, and their licences needs.
• Ensure WFM Key metrics are in goal.