Associate Director, WFM

This a Full Remote job, the offer is available from: Philippines

Job Title:

Associate Director, WFM

Job Description

Associate Director of Workforce Management (WFM) - Planning, Performance, and Governance

Job Responsibilities:

Headcount Governance and Customer Satisfaction:

• Oversee headcount planning and forecasting to ensure optimal staffing levels.
• Implement governance frameworks to manage headcount approvals, adjustments, and reporting.
• Monitor and analyse headcount metrics to identify trends and areas for improvement.
• Monitor and report on key performance indicators (KPIs) such as IVOC (Internal Voice of Customer) and CSAT (Customer Satisfaction).
• Analyse data to provide actionable insights and drive performance improvements.
• Present progress reports and updates in townhalls and weekly meetings.
• Manage and deliver the Rate Our Service stakeholder survey, ensuring planning standards meet customer satisfaction globally.
• Collaborate with regional and account leaders to set actions that achieve targets.

Performance and Governance:

• Lead the development and execution of performance management strategies.
• Establish governance around the maturity of WFM practices across different accounts.
• Ensure compliance with industry standards and internal policies.
• Overall responsibility for ensuring the account “ways of working” governance is conducted and controlled globally.
• Deliver Process Health Check governance, benchmarking the delivery of our processes and services.

System / Tool Utilization and Synergies:

• Drive the reporting of adoption and optimization of WFM systems and tools.
• Conduct regular audits to ensure effective utilization and identify opportunities for enhancements.
• Collaborate with IT and other departments to integrate new technologies and tools.

Training and Education:

• Develop and implement a training cadence for WFM team members and stakeholders.
• Ensure continuous education on best practices, new tools, and industry trends.
• Conduct workshops, webinars, and other training sessions to improve skills and knowledge.

Leadership and Collaboration:

• Lead and mentor a team of WFM professionals.
• Foster a collaborative environment with cross-functional teams to achieve business objectives.
• Act as a subject matter expert and provide strategic guidance to senior management.

Candidate Profile:

• Excellent communicator with the ability to present data and insights to diverse audiences.
• Collaborative team player who can influence and lead cross-functional teams.
• Proactive problem-solver with a strong analytical mindset.

Essential Criteria:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Minimum of 8-10 years of experience in workforce management, with at least 5 years in a leadership role.
• Strong understanding of WFM systems and tools.
• Proven experience in headcount governance and performance management.
• Excellent analytical and problem-solving skills.
• Strong communication and presentation skills.
• Ability to lead, influence, and collaborate with cross-functional teams.

Desirable Criteria:

• Master’s degree in Business Administration, Operations Management, or a related field.
• Experience in a global organization.
• Familiarity with process health check governance and benchmarking.
• Experience with customer satisfaction metrics such as IVOC and CSAT.
• Previous experience in developing and implementing training programs.

Why Concentrix:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A dynamic and inclusive work environment.
• The chance to make a significant impact on the company's success and the success of our clients.

Application Process: To apply for this position, please submit your resume and a cover letter detailing your qualifications and experience. Applications can be sent to [insert application email or application portal link].

Concentrix is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Location:

PHL NCR QC Work-at-Home

Language Requirements:

Time Type:

Full time

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