Senior Manager of Operations

Position Summary

The Senior Manager of Operations (WFM) is responsible for driving operational strategy, implementation, and the overall staffing requirements across multiple locations, remote and hybrid, onshore and offshore. This role will ensure exceptional customer experiences by proactively ensuring we have the right people at the right times. This role requires an exceptional level of planning and organizational skills with attention to detail and strong interpersonal communication skills. To thrive in this role, you will utilize strong leadership and change management skills to guide business decisions that deliver process improvements. Your ability to clearly articulate strategy and obtain buy-in from various stakeholders and resources is key along with a proven record of leading change.

Essential Functions

Workforce Management:

• Build and maintain a Capacity Planning and Management process that leverages our onshore remote and hybrid as well as offshore workforce efficiently and provides flexibility for demand spikes.
• Partner closely with the Service leaders to understand how resources are being utilized, analyze resource utilization and capacity, identify over and under-utilization of individual resources and team, and recommend and take actions to optimize resource utilization.
• Create and define the mapping and methodology to enable forecasting and capacity models that are operationalized and integrated into our regular operational planning cycles which enable our leadership team to ensure that all resource demand for current and future clients is tracked and fulfilled
• Lead workforce management team that drives optimal utilization and KPIs in alignment with the business objectives.

Project Management:

• Lead Customer Service business operational and strategic portfolio of projects using strong management and leadership skills; present to senior leaders as well as C level executives; drive structure and organization.
• Utilizing project management tools and methodologies, quickly assimilate information and make informed decisions using data and analytics.
• Escalate gaps and barriers in implementation and compliance to senior leaders with suggestions on how to resolve.
• Use business case methodologies for projects that tie to our Customer Service business strategy.

Analytics:

• Responsible for leading the Customer Service people analytics function, translating data into actionable insights that inform workforce strategy and enhance organizational decision-making.
• Drive analytics that improve processes and enhance the client experience across the customer journey.
• Apply statistical methods, data analysis, and mining techniques to deliver predictive insights and actionable recommendations.
• Present complex findings in clear, compelling narratives tailored to a diverse audience and skill level.
• Monitor emerging trends in people analytics, and recommend enhancements to tools, technologies, and methodologies.

Collaborate Cross functionally:

• Establish and build strong working relationships with business leaders at all levels.
• Collaborate with internal teams to ensure projects are executed smoothly and drive process improvements.
• Act as a positive agent of change and consistently demonstrate the ability to adapt to changes in project scope, delays or unexpected events.

Requirements

• Three to Five (3-5) years of work force management experience. Previous experience leading a workforce management team is preferred
• Three to Five (3-5) years of direct client management or project management experience
• Proficiency with benefits and/or HRIS, project management tools
• Proficiency with MS office technology (Word, Excel, PowerPoint)
• Bachelor’s degree, MBA preferred
• Proficiency in WFM tools (Calabrio preferred), Power BI, Lean Six Sigma methodology
• Proven ability to consistently and positively contribute in a fast-paced environment
• Strong writing, phone and presentation skills with the ability to effectively communicate with client leaders of all levels (C-level down to entry-level support roles)
• Ability to work independently and manage time, keeping deliverables and deadlines top of mind
• Creative thinking and problem-solving aptitude
• Detail-oriented: Organized, thorough and productive, plan ahead