Senior Director, Product, Foundational Data
WEX
Job Level
Mid-LevelSenior
About the role
- Ensure efficient and effective management of accounts and workforce covering Planning, Real Time Management and Management information processes
- Analyse historical work patterns and forecast future demand to develop accurate workforce schedules
- Collaborate with department managers and team leaders to understand staffing requirements and align schedules with business objectives
- Monitor and adjust staffing levels based on real-time data (call volumes, customer demand, production targets)
- Make tactical schedule changes, coordinate overtime or training, and manage unexpected workforce availability changes
- Generate reports and analyse key workforce metrics to identify trends and improvement areas
- Create and maintain build plan and employee schedules ensuring coverage during peak and non-peak times
- Use client and internal workforce systems/tools to track staff adherence and manage intraday changes
- Build and maintain accurate forecasting models considering seasonality, marketing campaigns and events
- Collaborate with Recruitment and Training to provide staffing insights and identify skill gaps
- Identify process improvements and automation opportunities; work with cross-functional teams to implement new tools or methodologies
- Lead and manage a team of workforce analysts, schedulers, and planners
Requirements
- Expert skills in using a Workforce Management tool – (6+ years)
- Expert skills in Excel for modelling and scenario planning
- Experience in virtual multi-skilled, multi-site Customer Centres
- Experience in working with Outsourcers, and departmental stakeholders
- Knowledge in ACD telephony
- Team management and coaching skills
- Problem-solving and decision-making skills
- Leadership and team management experience in a WFM Leadership role
- FTE sizing experience
- Budgeting, Time-Management, Effective communication
- Analytical and Technical Skills
- Comprehensive computer skills
- Communicative and influential
- Personally effective and Team Player
- Knowledge of WFM systems and practices (IEX, Verint, Genesys)
- Creative and flexible, Organized and structured
- Ability to work under pressure whilst maintaining accuracy
- Business awareness and Leadership skills
- Advanced relationship building and stakeholder management skills
- Able to confidently challenge at a senior level
- Team building skills, Resilience and focus
- Superior facilitation & presentation skills
- Contract KPI knowledge and awareness
- Self-motivated with can-do attitude
- Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook
