Shop - Business Analysis and Workforce Management Lead
2 weeks ago
Job Title: Global Workforce Management Program Lead at SMT
About the team
SMT is in search of a Global Workforce Management Program Lead to oversee the strategy, governance, and operations across our BPO contingent workforce.
This position also offers capacity solutions support to ensure business success with contingent labor, and achieve committed Service Level Agreements through comprehensive lifecycle management, which includes forecasting, planning, scheduling, and real-time monitoring and performance analysis.
This role has a global impact on managing the in-house team and collaborating with the BPO workforce team for effective strategy execution.
Responsibilities:
- Lead the global workforce and BPO team for strategy execution.
- Manage workforce management processes covering e-commerce customer service, seller support, and creator support operations sites.
- Ensure adequate staff availability at all times.
- Develop data models for long/short term business volume forecasting and capacity planning.
- Design shifts and schedules while ensuring compliance with labor laws.
- Monitor operational performance and adjust schedules swiftly in response to unexpected spikes in workload or absenteeism.
- Continuously improve WFM processes, tools, and systems.
- Serve as the Point of Contact to support stakeholders such as Moderator team, Product team, and Operation team.
Minimum Qualifications:
- Prior experience in leading a WFM team with regional/global scope.
- Extensive background in workforce management or capacity planning across multiple channels and sites.
- Thorough understanding of volume forecasting, shift planning, and performance monitoring.
- Proficiency in Excel for data analysis and reporting.
- Strong communication and problem-solving skills.
- Ability to work in a fast-paced environment with dedication and efficiency.
- Bachelor's Degree or equivalent education/experience.
Preferred Qualifications:
- Experience in manual WFM tasks and tracking tools.
- Knowledge of SQL, HQL, and WFM systems.
- Expertise in project management and eCommerce platforms.
- Advanced degree is a plus.
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