Manage and develop the Global WFM team, ensuring the correct skills are present within the team in order to support the operation success of the WorldRemit Contact Centres and optimum costs.
Establish strategic plans and the business performance for WorldRemit CS
Financial planning and budget tracking and working closely with central functions to ensure that operational forecasts are communicated and tracked against demand.
To own and drive the business strategy for Management information for WorldRemit CS. Work with the insight team to form collaborative BI team which will create easy and understandable information, which is used to drive change, support a high performing culture and help WR understand its customers.
Set and Monitor service levels across any outsourced agencies used by WorldRemit CS
Ownership of the following processes for WorldRemit CS – Budgeting, Capacity Planning, Scheduling, Shift Planning, and Queue Management.
To own the WorldRemit Telephony architecture and administration.
Owner of the relationship for the Vendor Management for telephony and the Workforce Management system.
Budgetary responsibility for licensing for telephony and WFM systems
Produce short, mid and long - term forecasts (contact volumes, distributions, AHT, and shrinkages) and work with the head office on the centre’s budgeting.
Review the accuracy of forecasts/schedules, providing feedback recommendations for improvements
Create and distribute schedules/rosters based on short-term forecast, operational targets and the workforce’s availability, restrictions and preferences. Identify potential issues and liase with Contact Centre and Team Managers for resolution.
Support internal agent requirement through planned shrinkage planning to support internal ESAT.
Any other requirements to support the success of WorldRemit.
Must possess at least a Bachelor’s degree, any field
5+ Years working in a WFM Leadership role
Experience in scheduling employees for multiple sites operating as a virtual centre in different time zone and/or with multiple languages.
Experience in running and owning the telephony function of a contact centre
Experience in working in a fast - growing company
Good knowledge of the Philippines working time regulations.
Excellent leadership skills
Excellent organisational skills, with the ability to collate and analyse data and deliver this to achieve maximum results.
Strong communication skills within all levels of the business
Experience using a workforce management platform and telephony systems (ideally: Teleopti WFM and NewVoiceMedia telephony system)
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