The Webhelp Group specializes in global Business Process Outsourcing (BPO), in customer experience, payment services, sales, digital & marketing, across a range of voice, social and digital channels. Currently active in 26 countries, the company employs more than 35,000 Webhelpers across 86 services centres. The Webhelp Group is headquarted in Paris, France. The company has grown its revenues by more than 250% in the last 4 years by investing heavily in its human capital, creating a world-class working environment and implementing extensive personal and career development programs to become a great company to work for. We are currently seeking to cover on behalf of our client, the above position:
Workforce Manager
Responsibilities:
• Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week’s performance and forecast performance of remainder of current week and next week, while also identifying risks
• Manage intraday service level acceptable goals
• Initiate escalation procedures when KPI thresholds are exceeded
• Recommend overtime or downtime based on day of performance
• Provide day of impact analysis for outages, staffing shortages, and other unplanned events
• Stay current on internal policies and procedures
• Administration of intraday schedule changes