The main role of the senior manager of workforce management is to proactively manage the resources of contact centres and ensure that all operational units are having the right people at the right time to meet customer expectation with effective and efficient control over the resources.
The job holder should be responsible for overseeing the resource planning activities in terms of identifying the needs, forecasting, scheduling, capacity planning, interviewing, hiring and manage all rewards and motivational activities to reduce the turn-over and improve the productivity. The role is also to ensure that all new and existing resources are getting the needed training to meet the day-to-day objectives.
The role requires the job holder to also budget, manage and control the expenses of the Contact Centres and ensure that all operational costs are controlled .
The role requires him/her to continuously review and evaluate the KPIs related to efficiency, quality in terms of the attrition rate, hiring gap, training and development plans for the resources, occupancy, schedule adherence and all other operational elements that are measures under the agreed KPIs.
The job holder is also responsible of pro-actively managing all risks that might be raised from the operations in order to put the best-in-class controls, in addition to that, the role requires a frequent review, control and management of all operational procedures and ensure a proper implementation to avoid any gaps that may lead to reputational issues and operational loses.
The job holder has to coordinate with numerous business partners during the initiation, planning, execution of any services or products that are related to the workforce management function.
Responsibilities :
1. Resource Planning and Control.
• By leading the resource planning team to execute the workforce management strategy.
• By managing the scheduling, forecasting activities of the contact centers.
• By empowering the “Best Place to Work”.
• By ensuring a proper implementation of the HR policies.
2. Financial Control:
• By managing the overall cost and expenses of the contact centers.
• By analyzing the cost and proposing plans toward efficiency.
3. Training and Coaching:
• By developing the training and coaching strategy of the contact centers.
• By identifying the training needs of the entire contact centers.
4. Business Risk Management and Documentation Control:
• By developing, maintaining and controlling all contact centers procedures.
• By always adhering to the banks existing rules and regulations
5. Plan, manage and execute Contact Centers strategy
• By executing the KPIs related to workforce management function.
• By enabling contact centers to become a sourcing function for the entire bank.
6. People Management:
• Attract & Retain the Best People.
• Drive a performance management culture.
• By building a career development plans for the existing resources.
تفاصيل الوظيفة
| 2015-03-26 | تاريخ الإعلان عنها: |
| الرياض, المملكة العربية السعودية | منطقة الوظيفة: |
| غيرذلك | الدور الوظيفي: |
| بنوك | قطاع الشركة: |
المرشح المفضل
| إدارة عليا/تنفيذي | المستوى المهني: |
| المملكة العربية السعودية | الجنسية: |
تقدم الآن - وظائف في السعودية - وظائف في جدة, المملكة العربية السعودية - وظائف في الرياض, المملكة العربية السعودية - وظائف غيرذلك في السعودية - بحث عن جميع الوظائف
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