workforce management manager

Emirates NBD

<div><p>The purpose of this role is to assess, analyze, manage, optimize and report the available capacity across these units at all times, planning on future capacity based on the forecasted demand, monitor and assess the capability and allocation of resources as per the required skills to existing and future teams / squads. All scope and activities pertain to third party contractual staff hired from agencies (unless clearly specified). This role will work closely with Procurement, HR, PMO, Finance and respective stakeholders in order to summarize, visualize, present and maintain resources data, as well as making appropriate recommendations for improvement. The person will also work closely with technology leadership, chapters and delivery teams to support forecasting, performance analysis, and strategic workforce planning. This is a team manager role; the person is responsible for managing team performance, day to day operations, set priorities based on management decisions and direction and resolve issues and challenges.
</p><p><b>Key Responsibilities:
</b></p><ul><li>Partner with engineering and product leaders to understand hiring needs and define technical role requirements
</li><li>Screen resumes, conduct initial interviews, and assess technical and cultural fit of candidates.
</li><li>Coordinate technical assessments, code tests, and interview schedules with internal stakeholders.
</li><li>Provide a seamless and high-touch candidate experience from sourcing through offer stage.
</li><li>Maintain accurate records and data and recruitment dashboards
</li><li>Monitor recruiting metrics to evaluate effectiveness and recommend process improvements.
</li><li>Stay updated on industry trends, salary benchmarks, and tech stack shifts to advise hiring managers and influence recruiting strategies. Respond to queries from our third party providers (vendors) and internal stakeholders with regards to operations
</li><li>Apply analytical models to enhance forecasting accuracy and making appropriate recommendations for improvement.
</li><li>Develop and maintain workforce forecasts based on project timelines, historical data, and business priorities.
</li><li>Create and manage technology team schedules to ensure adequate coverage for operational and project-based activities.
</li><li>Monitor and analyze workforce performance metrics such as utilization, productivity, adherence, and capacity.
</li><li>Provide real-time and long-term resource planning insights to technology managers and stakeholders.
</li><li>Contribute to continuous improvement of WFM tools, processes, and practices in the tech environment.
</li><li>Analyze and evaluate workforce metrics to improve capacity planning and utilization.
</li><li>Gather data, root cause analysis and performance trending in order to identify appropriate process control changes.
</li><li>Distribute accurate daily, weekly, monthly updates of capacity target goals and metrics including empirical analysis.
</li></ul><p><b>Key Requirements:
</b></p><ul><li>10-15 years of experience in staffing, recruiting, workforce management, HR, talent acquisition. At least 5 years of team leadership and people management experience
</li><li>Experience in working with financial services or regulated industries, serving internal or external stakeholders
</li><li>Working with geographically distributed teams
</li><li>University degree, or equivalent work experience required and banking qualifications.
</li><li>Proficient in workforce management systems (e.g., Oracle HRMS).
</li><li>Strong MS Excel and data analysis skills; experience with dashboards is a plus.
</li><li>Ability to translate customer demand into capacity / staffing requirements.
</li><li>Alignment operations partners to optimize resource acquisition / utilization strategy.
</li><li>Understanding of project lifecycle management, agile resource planning and organization structures.
</li><li>Ability to work in highly ambiguous environments and build solutions that flex with the business needs and ultimately scale.
</li><li>Exceptional analytical skills, comfortable working with large amounts of data and communicating data findings, experience establishing and tracking program metrics.
</li><li>Work within various time constraints to meet critical business needs, while measuring and identifying activities performed and ensuring supply and demand requirements are always met.
</li></ul><p>#LI-AG1</p></div>

Manager - Workforce Management

Delivery Hero

<div><b>Company Description</b><p><br>
talabat is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.</p><b><br>
Job Description</b><p><b><br>
This role is responsible for optimizing resource allocation, analyzing historical data to identify trends, and implementing process improvements to enhance efficiency. Additionally, the Assistant Workforce Manager oversees staffing recommendations, supports budget management, and proactively addresses workforce challenges to maintain service level targets. By fostering collaboration across teams, this role plays a crucial part in driving operational excellence and continuous improvement.</b></p><p></p><ul><li><p><b><br>
Oversee workforce operations, including forecasting, scheduling, and real-time management, ensuring alignment with business objectives.</b></p></li><li><p><b>
Review and approve staffing strategies for both in-house and outsourced teams to optimize resource allocation.</b></p></li><li><p><b>
Track and report on historical data to identify staffing and cost-efficiency improvement opportunities.</b></p></li><li><p><b>
Work closely with WFM supervisors to ensure accurate scheduling and necessary staffing adjustments to meet business objectives.</b></p></li><li><p><b>
Analyze cost efficiency and staffing patterns to support long-term strategic planning.</b></p></li><li><p><b>
Manage relationships with BPO partners, ensuring SLA compliance and operational excellence.</b></p></li><li><p><b>
Assist in developing contingency plans to address staffing shortages or unexpected workload fluctuations.</b></p></li><li><p><b>
Act as a key point of contact for real-time issues and escalate concerns as needed.</b></p></li><li><p><b>
Develop and implement process improvements to optimize real-time management.</b></p></li><li><p><b>
Provide leadership support to the WFM team, ensuring smooth day-to-day operations and adherence to service-level targets.</b></p></li></ul><p></p><b><br>
Qualifications</b><ul><li><p><b><br>
Bachelor&rsquo;s degree in Business Administration, Operations Management, or any other related field</b></p></li><li><p><b>
Strong understanding of workforce management principles (forecasting, scheduling, real-time management).</b></p></li><li><p><b>
Ability to work with both in-house and outsourced teams and support budget tracking.</b></p></li><li><p><b>
Excellent analytical thinking to assess staffing needs and make data-driven recommendations.</b></p></li><li><p><b>
Leadership skills with the ability to mentor and support WFM supervisors.</b></p></li><li><p><b>
Strong problem-solving abilities to manage real-time challenges and create recovery plans.</b></p></li><li><p><b>
Solid communication skills for cross-functional collaboration and reporting.</b></p></li></ul></div>

Assistant Manager WFM & RTM

PacificSource Health Plans

<div><div>Looking for a way to make an impact and help people?</div><div></div><div><i>
Join PacificSource and help our members access quality, affordable care!</i></div><div></div><div>
PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person&rsquo;s talents and strengths.</div><div></div>
The Workforce Management Analyst is responsible for optimizing staffing and scheduling within a contact center environment to ensure service level goals are met. This role involves forecasting call volumes, analyzing performance metrics, and managing workforce management tools to support operational efficiency and customer satisfaction.<div></div><div>
Essential Responsibilities:</div><ul><li>
Analyze historical trends to develop short- and long-term forecasts for voice, chat, and text interactions.</li><li>
Collaborate with leadership to align forecasts with business goals.</li><li>
Create and manage agent schedules including shifts, breaks, training, and time-off.</li><li>
Monitor real-time adherence and adjust staffing dynamically to maintain service level targets.</li><li>
Generate daily, weekly, and monthly reports on KPIs such as occupancy, service level, shrinkage, and cost per call and present actionable insights to leadership for continuous improvement.</li><li>
Conduct root cause analysis for performance deviations.</li><li>
Administer workforce management platform.</li><li>
Maintain agent profiles and scheduling rules in WFM systems.</li><li>
Automate reporting and scheduling processes using Excel, SQL, or VBA.</li><li>
Serve as a liaison between operations, HR, and IT teams.</li><li>
Communicate staffing changes and performance updates effectively.</li><li>
Participate in strategic planning and operational review meetings.</li></ul><div></div><div>
Supporting Responsibilities:</div><ul><li>
Meet department and company performance and attendance expectations.</li><li>
Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.</li><li>
Perform other duties as assigned.</li></ul><div></div><div>
SUCCESS PROFILE</div><div></div><div>
Work Experience: Minimum of 2 years of experience in workforce management within a contact center. Experience with multi-channel environments (voice, chat, text).</div><div></div><div>
Education, Certificates, Licenses: High school diploma or equivalent required. Bachelor&rsquo;s degree in Business Administration, Statistics, Mathematics, or related field preferred.</div><div></div><div>
Knowledge: Proficiency in Microsoft Excel, Access, SQL, and workforce management software. Familiarity with call center technologies and KPIs. Strong analytical and data visualization skills. Excellent communication and interpersonal abilities. Strong organizational and multitasking skills. Ability to work independently and under pressure.</div><div></div><div>
Competencies</div><div>
Adaptability</div><div>
Building Customer Loyalty</div><div>
Building Strategic Work Relationships</div><div>
Building Trust</div><div>
Continuous Improvement</div><div>
Contributing to Team Success</div><div>
Planning and Organizing</div><div>
Work Standards</div><div></div><div>
Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.</div><div></div><div>
Skills:</div>
Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork<div></div><div>
Our Values</div><div>
We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:</div><ul><li>
We are committed to doing the right thing.</li><li>
We are one team working toward a common goal.</li><li>
We are each responsible for customer service.</li><li>
We practice open communication at all levels of the company to foster individual, team and company growth.</li><li>
We actively participate in efforts to improve our many communities-internally and externally.</li><li>
We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.</li><li>
We encourage creativity, innovation, and the pursuit of excellence.</li></ul><div></div><div>
Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.</div><div></div><div>
Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.</div></div>

Workforce Management Analyst

Viasat

<div>About us:
<div>
One team. Global challenges. Infinite opportunities. At Viasat, we&rsquo;re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We&rsquo;re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.</div><br>
<div></div>
What you'll do:
<div>
As the Manager, Contingent Workforce Operations, you will be responsible and accountable for the operational management of Viasat&rsquo;s external contingent labor workforce. This includes all staff augmentation workers, managed and professional services workers, and any other third-party workers (non-Viasat employees) who require access to a Viasat network or facility. You will build and manage relationships with Viasat&rsquo;s vendor partners, and work across the enterprise to ensure the seamless coordination, delivery, compliance, and cost-efficiency of high-quality contingent labor resources across Viasat&rsquo;s global operations, driving improvements and efficiencies where possible.</div><div></div><div><br>
This role is open globally in Carlsbad, London, or other Viasat offices or fully remote from any location. The role will require occasional travel internationally as needed.</div>
The day-to-day:
<ul><li>Design and deliver effective and efficient contingent worker onboarding and offboarding processes, and operationalize these through a new Vendor Management System (VMS)</li><li>
Help to enforce PB&amp;C policies and procedures as they relate to contingent workforce management (e.g. tenure management, communications, access rights)</li><li>
Provide real-time visibility of global extended workforce to Business Partners and senior leaders, allowing them to make data-driven contingent workforce planning decisions</li><li>
Promote alignment between global contingent workforce best practices and Viasat&rsquo;s overall Talent strategy</li><li>
Ensure compliance with all current and future Viasat background screening, citizenship verification and global trade and security policies</li><li>
Develop and implement vendor management strategies to optimize the performance and effectiveness of vendor relationships</li><li>
Work with Procurement to oversee the selection, onboarding, and evaluation of vendors to ensure alignment with organizational goals and standards</li><li>
Lead the administration and enhancement of vendor management systems to streamline processes and improve efficiency.</li><li>
Collaborate with cross-functional teams to assess vendor performance and address issues or concerns proactively</li><li>
Work with procurement to monitor vendor contracts, agreements, and service level agreements to ensure compliance and maximize value</li><li>
Provide guidance and support to internal stakeholders on vendor management best practices and procedures</li><li>
Analyze vendor data and metrics to identify trends, risks, and opportunities for continuous improvement</li><li>
Drive vendor performance reviews, vendor scorecards, and vendor relationship management initiatives to drive quality and cost-effectiveness</li><li>
Stay informed about industry trends and best practices in vendor management to enhance processes and strategies within the organization</li><li>
Communicate effectively with vendors and internal teams to cultivate strong partnerships and align on mutual goals and outcomes</li></ul>
What you'll need:
<ul><li>10+ years&rsquo; or equivalent experience within contingent workforce recruitment and management.</li><li>
Excellent organization and project delivery skills, with an ability to prioritize tasks effectively and drive success in challenging environments.</li><li>
An ability to manage stakeholders and build relationships, drawing in support from those stakeholders to achieve goals and objectives in a collaborative and engaging manner.</li><li>
Strong negotiating and influencing skills.</li></ul>
What will help you on the job:
<ul><li>Experience utilizing complex data sets and analytical skills to create, measure and scale workflows to achieve accelerated hiring goals.</li><li>
Expertise in compliance and privacy standards as well as knowledge and understanding of the relevant employment laws, practices and hiring policies.</li><li>
Exceptional communication skills, both verbal and written.</li><li>
Experience working in large, global technology companies.</li></ul>
Salary range: $113,000.00 - $179,000.00 / annually. For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $133,000.00- $200,000.00/ annually : At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat&rsquo;s comprehensive benefit offerings that are focused on your holistic health and wellness at https://careers.viasat.com/benefits. EEO statement:
<div>
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.</div></div><div></div>

Manager, Contingent Workforce Management Operations

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