General
Global Workforce Manager
- Xerox
- Ireland
- April 08, 2022
- Global role, supporting Xerox and Outsourced Customer support centers;
- Lead Capacity planning and Forecasting planning, for multiple functional areas across Partners and Xerox Regional Sites;
- Drive improvement in the accuracy, quality, and efficiency of workforce management by building process and technology solutions;
- Drive workforce management strategy and communicate vision with internal and external teams;
- Work with stakeholders to identify risks and opportunities, and implement solutions across all process areas;
- Influence operational leads to ensure necessary resources are prioritized to achieve quantifiable results, monitoring effectiveness pre and post project delivery;
- 3+ years’ experience with Workforce Management software (scheduling, performance tracking, reporting), preferable in Genesys Cloud;
- Demonstrated strong analytical skills, with emphasis on forecasting, within a contact center environment;
- Project Management experience and/ or qualification;
- Proven ability to deploy unique and complex project across different regions;
- Strong presentation skills;
- Ability to work flexible hours/ shifts (multi time zones);
- Knowledge of the technology and telephony tools;
- Continuous improvement mindset including the ability to manage change;
- Ability to adapt to a constantly evolving role;
- Demonstrate problem solving mindset;
- Able to independently problem solve, plan and organize resources; calculated decision-maker;
- Ability to communicate effectively at all level of the organization;
- Ability to network, and build effective relationships across the different levels of the organization;
- Advanced level of English;
- Five Years work experience in Customer Support;
