As a Workforce Management Regional Lead - Shared Services you will lead a Workforce Management Lead and work with your counterparts and the Shared Services team to create a global scheduling standard, tracking metrics and setting quarterly targets. Collaborating with the Global Scheduling Lead and partnering with Planning and Intraday teams, you will ensure alignment across functions while serving as a key escalation point for complex challenges.In this position, you will refine scheduling practices, develop mid-term forecast models, and generate actionable insights from data. By simplifying processes, driving automation, and fostering continuous improvement, you will optimize scheduling accuracy, enhance service levels and create a unified scheduling routine across regions. Your work will ensure smooth operations, enabling our teams to meet organizational and customer needs effectively.
Through leadership, process improvements, and cross-functional collaboration, you will be instrumental in shaping the future of our Workforce Management operations and ensuring alignment with business objectives.
Your Mission:Work with your countries and Regional counterparts to optimise our service delivery for our customers no matter where they areGrow and level up your team, supporting their development through the WFM Career map and beyondSet the scheduling strategy for the upcoming 3 months and work with our internal, shared services and outsourced teams to deliver thisBuild scalable scheduling routines, identify and highlight replication opportunities for global consistencyUnderstand and interrogate our forecasts, making adjustments using your expertise and optimise our coverage to meet our SLAs, efficiency goals and resolution timesIdentify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, whilst always considering our agents’ well-beingDrive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times)Co-own quarterly OKR target-setting with your fellow leadsBuild smaller-scale forecasts to support exceptional events, such as incidents
