The Head of Global Workforce Management will be located at TeleTech's global headquarters in Denver, Colorado.
General Summary:
Directs the Workforce Management (WFM) operations of multiple clients throughout the global CIC infrastructure. Design and implement a ""standard footprint"" for the WFM global team with focus on day to day staffing requirements. Responsible for management and development of the people, performance, and processes of the global WFM team.
Duties & Responsibilities:
Develop and implement a standard global WFM footprint .
Develops policy and procedures for the WFM organization.
Develops business plans for improvement
Works with Operations Support teams to assign ""best practices"" and implement consistent operating procedures for the global WFM team.
Oversees the analysis of call center trends to predict staffing needs.
Proficient with ASPECT, eWorkforce Management 2000 and other workforce management systems.
Develop and implement the eWFM User's Group; create and distribute communications on ""best practices"" in workforce management.
Drive accountability and performance of staff
Job Specifications:
8-10 years experience in CIC Operations Management (Avaya CMS, CentreVu reporting).
Experience with Aspect eWFM 2000 or other WFM applications.
Strong MS Office experience
Executive level oral and written communication skills
Experience with CIC reporting and communication processes.
Experience in management and development of large remote teams
Process improvement understanding and experience.
5 years of program management experience.
Performance measurement experience.
Strong math skills, attention to detail, excellent communication skills.
