Workforce Management Regional Lead

2 weeks ago

Singapore Wise Full time

**Workforce Management Regional Lead - APAC**

We're looking for a **Workforce Management (WFM) Regional Lead** to join our Singapore office to help our teams deliver outstanding service that helps customers onboard with less time, scales globally with our growth and helps us decrease our costs towards zero.

We're looking for people who can fit our team and can replace the internal agents moving to higher positions and also team growth needed with new initiatives being taken up by the team

**Here is how you'll be contributing**:

- Lead, grow and develop the team of APAC WFMers
- Sets the priorities of work for the APAC WFM team
- Translates the WFM strategy into key initiatives for the region
- Sets the Intraday & Scheduling strategy for the upcoming 3 months
- Builds a scalable scheduling process, identifies and highlights replication opportunities for global consistency
- Drives efficiencies in WFM tools to develop optimal and efficient schedules and improve the agent experience
- Identifies process improvement opportunities and works with WFM product team to highlight further tech enablers
- Fosters strong relationships with clear lines of communication with Customer Support (CS) and Product teams
- Collaborates with the CS and Product team to understand upcoming initiatives, WFM contribution and develop enablers to their priorities
- Drives WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness)
- Provides insights to CS to identify performance opportunities through quality and reliable reporting
- Supports quarterly target-setting within CS with insights
- Builds regional WFM capacity plan
- Recommends capacity requirements and distribution, supports strategy and highlights opportunities with Vendor Management team (Sykes, outsource providers)
- Develops 12 month capacity plan and resource requirements with CS, Analysts and People Operations

**A bit about you**:

- Experienced in leading a WFM team (preferably in a call center environment)
- Strong Intraday/RTA and Scheduling experience
- Well-developed problem-solving and analytical skills with attention to detail
- Ability to effectively communicate complex information clearly to a non WFM/technical audience
- Ability to process large amounts of complex raw data and present in a comprehensible fashion
- Self-motivated and driven, used to being in a fast-paced environment
- Previous experience with reporting and administration is a plus
- Advanced knowledge of Excel and Google Docs
- A dedicated team player and relationship builder

We're people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you're passionate about learning new things and keen to join our mission, you'll fit right in.

Also, where and what you studied isn't important to us. If you've got great experience, the right skills for the role and you're great at articulating your thinking, we'd like to hear from you.
- If you want to find out more about what it's like to work at Wise visit _Wise.Jobs_._
- Keep up to date with life at Wise by following us on _LinkedIn_ and _Instagram_._

  • Workforce Management Regional Lead

    3 days ago

    Singapore Wise Full time

    **Workforce Management Regional Lead** We're looking for a **Workforce Management Regional Lead** to join our Singapore office to help our teams deliver outstanding service that helps customers onboard with less time, scales globally with our growth and helps us decrease our costs towards zero. We're looking for people who can fit our team and can replace...

  • Workforce Management Regional Lead

    2 days ago

    Singapore Wise Full time

    **Workforce Management Regional Lead - APAC** We're looking for a **Workforce Management (WFM) Regional Lead** to join our Singapore office to help our teams deliver outstanding service that helps customers onboard with less time, scales globally with our growth and helps us decrease our costs towards zero. We're looking for people who can fit our team and...

  • Workforce Management Regional Lead

    2 days ago

    Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

    We’re looking for a **Workforce Management Regional Lead **to join our Singapore office to help our teams deliver outstanding service that helps customers onboard with less time, scales globally with our growth and helps us decrease our costs towards zero. We’re looking for people who can fit our team and can replace the internal agents moving to higher...

  • Regional Director of Workforce Development

    2 days ago

    Singapore beBeeTalent Full time

    Regional Talent Development ManagerThe Regional Talent Development Manager plays a crucial role in partnering with business leaders and local teams to drive impactful organizational development initiatives. This role is responsible for designing and delivering innovative talent, learning, and development programs that elevate the employee experience, foster...

  • Workforce Development Lead

    1 week ago

    Singapore GLOBALFOUNDRIES Full time

    **About GLOBALFOUNDRIES** GLOBALFOUNDRIES is a leading full-service semiconductor foundry providing a unique combination of design, development, and fabrication services to some of the world’s most **Introduction** We are looking for an experienced and dynamic professional who will lead APAC Fab Workforce Planning & Development Programs. This...

  • Workforce Intelligence Organization Enablement Lead

    1 week ago

    Singapore Johnson & Johnson Full time

    Johnson & Johnson is currently recruiting for a Workforce Intelligence Organization Enablement Lead Analyst EMEA &APAC (New Consumer Health Company). This position will be in Science Park, Singapore, but will be considered for remote work. Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years....

  • Tiktok Shop

    2 days ago

    Singapore TikTok Full time

    Responsibilities About TikTok TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa. TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and...

  • Workforce & Queue Management Team Lead, Trust & Safety

    2 weeks ago

    Singapore TikTok Full time

    **Responsibilities**: About the Team: The OPS-Search & Interaction Safety team is dedicated to ensuring a safe, reliable, and efficient experience for TikTok users by managing operational excellence in the workforce and queue management. Our mission is to optimize resource allocation, scheduling, and operational workflows across multiple lines of business to...

  • Regional HR Lead, Asia

    1 week ago

    Singapore Synergy Flavors Full time

    Job Title: Regional HR Lead, Asia Location: Singapore Reporting To: Group CEO and Chief People Officer Company Overview Carbery Group is dedicated to enriching lives. How do we do this? Owned by the farmers of West Cork, we are a global business with deep local roots. Our mission is to deliver lasting value to our farmer shareholders while making a...

  • Talent Acquisition

    2 weeks ago

    Singapore Marriott International, Inc Full time

    **Job Number** 24041326 **Job Category** Human Resources **Location** Singapore Regional Office, 2 Harbourfront Place #06-08, Singapore, Singapore, Singapore VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management Job Summary: The Talent Acquisition & Workforce Planning Manager, Asia Pacific excluding...