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Senior Workforce Optimizer

2 weeks ago

Navi Mumbai, Maharashtra, India beBeeWorkforce Full time US$ 90,000 - US$ 1,20,000
Job Overview:

The role of a Workforce Management (WFM) Professional is critical to the success of our organization. As a key member of the WFM team, you will be responsible for planning and optimizing workforce capacity to meet business demands while delivering exceptional customer service.

Key Responsibilities:1. Workforce Planning:
  • Develop accurate workforce plans that align with business objectives by analyzing historical data and forecasting workload and staffing requirements.
  • Collaborate with other departments to ensure that workforce planning is tailored to meet their needs.
  • Implement strategies to ensure that staffing levels meet service level objectives (SLOs) and business requirements.
2. Staffing and Scheduling:
  • Oversee the staffing and scheduling process to ensure that schedules are optimized to meet forecasted workloads.
  • Use workforce management software tools to manage shift assignments, optimize schedules, and ensure appropriate staffing levels at all times.
  • Maintain flexibility in scheduling to accommodate changing business requirements or unexpected events.
3. Performance Monitoring:
  • Track and monitor workforce performance against key performance indicators (KPIs) and service level agreements (SLAs).
  • Regularly assess schedule adherence, attendance, productivity, and service levels, identifying areas for improvement.
  • Provide actionable insights to leadership teams for performance optimization.
4. Data Analysis and Reporting:
  • Collect and analyze workforce performance data to identify trends, patterns, and areas requiring attention.
  • Generate regular reports that summarize workforce performance, highlighting insights related to efficiency, staffing requirements, and productivity.
  • Present findings to senior management and recommend improvements or changes to workforce management strategies.
5. Process Improvement:
  • Identify and implement process improvements within the WFM function to enhance operational efficiency.
  • Collaborate with cross-functional teams to streamline workflows, automate tasks, and integrate new technologies into workforce management.
  • Continuously seek opportunities to improve resource allocation and workforce optimization.
6. Team Management:
  • Lead, mentor, and support a team of WFM analysts or coordinators, ensuring that they are equipped to perform their roles effectively.
  • Conduct performance evaluations, provide feedback, and assist with career development for team members.
  • Foster a positive, productive, and collaborative team environment that drives continuous improvement.
Required Skills & Qualifications:
  • Experience:
  • A minimum of 5+ years of experience in workforce management or a related field, with a focus on staffing, scheduling, and performance monitoring.
  • Workforce Management Tools:
  • Proficiency in workforce management software (e.g., Kronos, Verint, Blue Pumpkin, Aspect) to manage scheduling and forecasting tasks.
  • Analytical Skills:
  • Strong data analysis skills with the ability to analyze workforce trends, generate reports, and provide actionable insights.
  • Problem-Solving:
  • Ability to identify workforce-related issues, analyze data to pinpoint root causes, and implement solutions that improve performance.
  • Team Leadership:
  • Proven ability to lead, mentor, and manage a team, offering support and guidance to achieve performance goals.
  • Communication Skills:
  • Strong communication skills to interact effectively with team members, management, and other departments, both verbally and in writing.
  • Process Improvement:
  • Experience in identifying and implementing process improvements and technology integrations to streamline workforce management.
  • Scheduling & Forecasting Expertise:
  • In-depth knowledge of forecasting and scheduling best practices to ensure the right number of staff are available at the right time.
  • Attention to Detail:
  • Strong organizational and time-management skills, with the ability to handle complex tasks and prioritize effectively.