Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.
Job Description:
We are looking for a highly skilled and experienced Workforce Management Director to lead our APAC team and oversee all aspects of workforce optimization, forecasting, scheduling, and staffing. You will be responsible for ensuring the delivery of high-quality service to our clients across multiple channels, including outbound, and managing the performance and development of our workforce.
Responsibilities will include:
- Manage and oversee the Workforce Analyst, Staffing and Forecasting functions to ensure all operational metrics, such as Service Levels, Occupancy/Shrinkage, and Calls to Forecast, are met, or exceeded.
- Identify and implement opportunities for cost reduction, efficiency improvement, and service enhancement.
- Work with senior management and global teams to align workforce strategies with business objectives and customer needs.
- Analyze historical trends and future projections to create accurate and efficient forecasting, scheduling, and staffing plans for the APAC region.
- Work with global WFM team to implement and monitor workforce optimization programs and best practices to ensure innovation, standardization, and compliance across all divisions.
- Utilize Calabrio Teleopti WFM software to manage and track custom schedules, budgeting, business collaboration, demand forecasting, HR operations, and more.
- Provide coaching, feedback, and training to the workforce management team and foster a culture of continuous improvement and excellence.
- Communicate effectively with internal and external stakeholders and resolve any issues or escalations in a timely and professional manner.
- Prepare and present reports and insights on workforce performance, productivity, quality, and customer satisfaction.
- Drive real-time strategies to ensure we provide optimized service to our client.
Minimum Qualifications:
- Bachelor’s degree in business, operations, or related field.
- Minimum of 10 years of experience in workforce management, preferably in a global or regional role.
- Expertise in Calabrio Teleopti WFM software or similar tools.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication, presentation, and interpersonal skills.
- Ability to work effectively in a fast-paced and dynamic environment.
- Ability to lead, motivate, and develop a diverse and high-performing team.
Why Join Us?
- Impact: Shape the future of our operations and contribute to our organizational success.
- Collaborative Environment: Work closely with a dynamic operations team dedicated to improvement and innovation.
- Growth Opportunities: Expand your skills and expertise in a supportive and encouraging environment.
- Competitive Benefits: Enjoy a comprehensive benefits package and competitive salary. #BetterWithSSG
If you're ready to take on a challenging and rewarding role where you can make a difference, apply now and join us in shaping the future of our organization!