Global management of the WFM site-dedicated teams : Recruitment and selection, Development, people management and Support.Strategic point of contact for Account Managers, Finance Control Manager, and Site Directors: Sizing reconciliation, Strategic orientations, Staffing ,scheduling and Mission control Ensure the achievement of the KPI's associated with the WFM area. Monitoring and analysis of sizing quality (SQI, ASI, Adherence and Efficiency). Validation of dashboard analysis and… Show more Global management of the WFM site-dedicated teams : Recruitment and selection, Development, people management and Support.Strategic point of contact for Account Managers, Finance Control Manager, and Site Directors: Sizing reconciliation, Strategic orientations, Staffing ,scheduling and Mission control Ensure the achievement of the KPI's associated with the WFM area. Monitoring and analysis of sizing quality (SQI, ASI, Adherence and Efficiency). Validation of dashboard analysis and review of results. Validation of action plans for the achievement of area and operational objectives.Responsible for defining and agreeing WFM processes, both in terms of their impact on the operation and on employees and relations with the Works Council. Ensures that there is continuous improvement for both better service and lower cost.Responsible for the budget of the WFM area, aiming to give the maximum result with the lowest cost. Show less

Create and maintain a Staffing Plan.Staffing Capacity Monitoring, Training Capacity MonitoringStaffing Effectiveness Measurements (goals vs. results)Prioritize Staffing needs to define which will have the biggest impact either financially or operationally.Work directly with the Recruiting Teams in all sites to ensure staffing needs are achieve for each line of business.Maintain a clear vision of the entire company’s goals related to staffing and potential growth and… Show more Create and maintain a Staffing Plan.Staffing Capacity Monitoring, Training Capacity MonitoringStaffing Effectiveness Measurements (goals vs. results)Prioritize Staffing needs to define which will have the biggest impact either financially or operationally.Work directly with the Recruiting Teams in all sites to ensure staffing needs are achieve for each line of business.Maintain a clear vision of the entire company’s goals related to staffing and potential growth and attainability.Be focused on delivery and productivity improvement. Show less

Leading and developing teams of real-time analysts, aiming to maximize Inbound and Outbound Service levels within the PCB operations contact center.Provide analysis to the business in terms of drivers for change to supply and demand and to provide short term fore-casted views of SLA performance Provision of real-time support to the PCB operation aiming for maximum cost efficiency and service level attainment across multiple contact channels.- Manage service level expectations within a… Show more Leading and developing teams of real-time analysts, aiming to maximize Inbound and Outbound Service levels within the PCB operations contact center.Provide analysis to the business in terms of drivers for change to supply and demand and to provide short term fore-casted views of SLA performance Provision of real-time support to the PCB operation aiming for maximum cost efficiency and service level attainment across multiple contact channels.- Manage service level expectations within a pre-defined 'lockdown' period - making recommendations to key stakeholders in terms of allocation of resource based on forecast performance, to ensure attainment of SLA's and key PCB objectives.- Plan essential offline activities within agreed target allowances.- Involving the provision of support to the operation, by planning offline activities at optimal times, and balancing the need of customer and colleague.- Implement and monitor change/improvements that impact on the Collections workflow and strategy- Provide analysis and expertise to support intraday and real-time management.- Report on key performance data to Senior Management and recommend improvements, changes and appropriate SLA targets to drive performance of the operation.Team leadership and development- Team leadership - ensuring the team have necessary skills to conduct daily role and develop agents into senior members of the team.- Conducts 1-2-1's/team meetings/development and coaching sessions on a 1-2-1 and team level.- Developing succession planning for key roles within the team.- Continuously review and proactively look to improve processes identifying lean opportunities and developing lean philosophy's within the team.- Resolving escalated issues implementing personal improvement plans.- Regular evaluation, development and implementation of more efficient working practices on an on-going basis and in support of change.Initiative & Change Implementation Show less

Manage, lead and train team membersSet and control individual and collective objectivesHold individual and collective meetings with your teamIdentify, promote and develop personal skillsCommunicate and ensure the proper implementation of business procedures, internal regulations and all applicable rules and standardsSizing of employees and distribution of work tasks, taking into account the priorities in the processing of tasksManage and control production according to… Show more Manage, lead and train team membersSet and control individual and collective objectivesHold individual and collective meetings with your teamIdentify, promote and develop personal skillsCommunicate and ensure the proper implementation of business procedures, internal regulations and all applicable rules and standardsSizing of employees and distribution of work tasks, taking into account the priorities in the processing of tasksManage and control production according to production and service quality objectivesMonitor quantitative and qualitative indicators and implement preventive and corrective actionsMeasure the effectiveness of the action plans implemented and optimise them Show less

Assist in the formulation of targets for individuals and teamsHire and onboard new employeesAnswer questions from staff and provide guidance and feedbackDevise ways to optimize procedures and keep staff motivatedMeasure performance with key metrics such as call abandonment, calls waiting etc.Ensure adherence to policies for attendance, established procedures etc.Keep management informed on issues and problems

Interact with users via email, phone, and chatAnalyze and evaluate users’ specific account setups and previous interactions to recommend solutionsTroubleshoot technical questions including software, hardware, and logistic questionsEscalate complex issues and provide context to the reason for the escalation