Resource Planning Manager, CS Workforce Management

Netflix is one of the world’s leading entertainment services with 278 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

The Role

The Resource Planning Manager is responsible for overseeing the Intraday efforts of the BPO.  They provide guidance and oversight to the dedicated BPO team in Hyderabad, India supporting their region.  They manage the direct relationship between Netflix and the outsourcer ensuring that the Intraday team is performing according to our set expectations and established workflows.  The Resource Planning Manager is also responsible for a team of internal resource planning specialists that create both the requirements and schedules that are allocated and fulfilled by our BPOs. They work closely with capacity planning analysts to ensure our partners are fulfilling the requirements to meet the demand forecast.

Responsibilities

• Responsible for driving the performance of the Intraday function at the BPO

• Lead a team responsible for creating the schedule requirements and ensuring BPO’s are fulfilling those requirements that meet customer demand

• Ensures the BPO is executing in accordance with their contractual obligations and  responsibilities for the Real-time performance of BPO partners within the region in accordance with our expectations

• Provide direction and support to the BPO on performance improvement opportunities

• Responsible for developing and maintaining Intraday processes and procedures and ensuring the BPO partner is in compliance

• Facilitates tracking of performance trends and ensures the BPO works with regional WFM teams to take action when performance is being impacted

• Ensures daily, weekly and monthly reporting cadence by the team is met

• Facilitates use of appropriate WFM tools by the BPO

• Collaborates with Operational partners and WFM colleagues across regions to create, maintain and manage systems and regional processes.

• Effectively communicate with a diverse global audience

• Initiate collaboration across the organization that values the inclusion of different perspectives

• Display the courage to challenge the status quo and offer new solutions

Qualifications and Competencies

• BA/BS degree or equivalent work experience

• Past Workforce Management experience, specific to intraday management is preferred.

• 3+ years experience supporting Workforce Management teams in a leadership capacity.

• Experience with at least one Workforce Management application and system.

• People management/coaching experience and influencing skills. A proven track record of managing teams in nascent org structures.

• Proficient in MS Excel/Google Sheets, including the use of pivot tables, charts and graphs, and v-lookup formulas.

• Strong mathematical, analytical, communication, and organization skills.

• Must be able to work a flexible schedule that enables collaboration across multiple time zones.

• Self-motivated and must excel in a minimally managed high-profile position.

• Experience in the context of an operation

• Experience in Tableau and SQL

• Must be able to travel internationally.

We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status.

We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status or disability status.