Job DescriptionThe
Leader is the "air traffic controller" of the international service center. This role holds full operational and disciplinary responsibility for the workforce management (WFM) pipeline and intraday steering team. The primary objective is to balance customer demand with agent supply, maintaining high cost-efficiency (agent occupancy) while consistently meeting international Service Level Agreements (SLAs).
QualificationsKey Performance Indicators (KPIs)- Balanced Steering Index: Maintain a highly optimized, weighted score that balances overall SLA Achievement with target Agent Occupancy (preventing both over-staffing and under-staffing).
- Multi-Horizon Forecast Accuracy: Keep volume and workload forecasting variance within a strict defined accuracy band.
- Proactive Shrinkage Mitigation: Timely escalation of shrinkage anomalies to the GOM with immediate capacity recovery plans.
Requirements & Tech Stack- Experience: 5+ years of workforce management (WFM) leadership experience, specifically managing multi-site, multi-queue routing environments.
- Systems: Advanced, hands-on administrative expertise in Verint WFM software (essential) and ACD telephony systems (e.g., Genesys, Avaya, Cisco).
Additional InformationKey Responsibilities- Multi-Horizon Planning: Oversee the end-to-end forecasting and capacity planning pipeline, managing dedicated planners to predict call volumes and staffing needs across short, mid, and long-term horizons.
- Schedule Ownership & Sign-off: Direct the agent scheduling process and sign off on final rosters across all regions, ensuring optimal coverage that respects local labor laws in the US, Costa Rica, and the Philippines.
- Tactical Intraday Command: Direct real-time steering. Holds absolute authority to instruct local operations to move agents between lines of business, queues, and countries during SLA emergencies (local operations are informed of moves, not negotiated with).
- Shrinkage & Risk Management: Monitor, track, and proactively flag shrinkage metrics (e.g., absenteeism, unplanned time off, meeting/training overhead) and escalate remediation plans directly to the GOM.
- Data-Driven Reporting: Provide daily, weekly, and monthly performance reviews analyzing SLA delivery, forecast accuracy, shrinkage impact, and agent occupancy levels to the GOM.
- Leadership Style & Competencies
- The "Air Traffic Controller": Highly decisive, calm under pressure, and comfortable commanding a room. Able to make rapid, high-stakes tactical decisions to save SLAs.
- Analytical Powerhouse: Gifted with numbers, statistical forecasting models, and trend analysis.
- Assertive Communicator: Confident in giving direct instructions to local Site Managers to relocate staffing resources globally.
