Job Description

The Global Command Center Lead will own the workforce management processes globally, serve as the strategic client point of contact for workforce management WFM approach and initiatives, and provide insight to delivery teams to enable them to meet client requirements.

The Lead will be the WFM single point of contact for internal senior leadership and client facing interactions and will coordinate with senior WFM leaders across other programs to ensure a consistent approach and experience for the client.

Job Responsibilities

  • Establish the WFM strategic direction for the business
  • Manage internal and external communication on WFM topics
  • Establish governance across sites and Client groups to align on direction and review progress
  • Establish and communicate objectives and operational guiding principles Accountable for achievement of WFM service level agreements and key performance indicators
  • People Management include hiring and performance management of WFM resources
  • Engage with Client counterparts with regular frequency to drive partnership and collaboration
  • Provide ongoing day to day leadership of the WFM function Responsible for the performance of the global planning manager, global reporting lead, and global RTA lead and their regional teams
  • Address issues and participate in WFM risk mitigation planning
  • Serve as a key advisor to delivery leadership on WFM topics
  • Design, improve, align, and maintain global WFM processes in partnership with delivery leadership.

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Basic Qualifications

  • 10 years of experience in workforce management in a 24x7 multi center environment
  • 5 years of people management experience
  • 5 years of client relationship management experience
  • Excellent oral and written communication skills
  • Strong decision making and organizational skills
  • Ability to present complex information to a variety of audiences
  • Demonstrated experience managing multiple priorities in a dynamic, fast paced environment

Preferred Qualifications:

  • Experience leading a global team across multiple geographies
  • Proficiency with WFM software and tools

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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