Reporting to the Service Excellence Director, this is a key role for our newly created Global Operations function. You will be working across multiple verticals and regions to deliver a cohesive workforce plan. Using market-leading technology you will deliver workforce planning technology and tools across Xplor’s Global Operations. Partnering with global stakeholders you will ensure that our teams are always available to deliver service to our Customers and Consumers through their channel of choice.

• Plan all resources according to customer needs, and seasons to ensure daily service delivery within the SLAs and KPIs
• Support Xplor’s Contact Centres in organising people resources and monitoring daily workforce management to meet and exceed service level expectations.
• Manage long-term workflow forecasting, rostering, and headcount needs
• Ensure all administrative duties are completed efficiently and accurately and according to company processes and policies.
• Deliver workforce planning tools globally to support 24/7 shared service operations
• Be data led, to create efficiencies, review workforce deployment and explore additional service delivery improvements
• Build and lead the team to provide workforce planning and deployment tools for Xplor’s Global Operations
• Partner with leadership to inform and enable the multi-year strategic workforce plan and deployment roadmap across all roles. Flexing plans and delivery as necessary to meet changing operational requirements
• Responsible for the continuous operational development of the workforce service, ensuring the service supports the work of the division.
• Work with managers to ensure they are aware of staffing issues that may affect services and ensure joint work to resolve them.
• Act as subject matter expert on all workforce planning, workforce capabilities and deployment
• Work closely with FP&A to evolve the approach to forecasting that accurately mirrors demand and take accountability for optimising staffing budgets
• Review and drive improvement in the system capability to enhance workforce planning and scheduling (long, medium, short and real-time)
• With the Directors of the Shared Services teams, support in demonstrating efficiencies and building business cases to develop the department both in terms of team members and new systems and planning tools.
• Collaborate effectively with the Shared Services leadership team and those business teams impacting customer demand to create daily, weekly, monthly, quarterly and annual staffing plans that support the delivery of extraordinary customer service.

Leadership and Coaching:

• Provide assistance, support and coaching to Team Leaders
• Be an escalation point for regional and departmental concerns
• Responsible for the flow of internal communications to your teams from all internal departments
• Deliver supervision and support to ensure all company standards and policies are adhered to, and maintain oversight that your Team Leads
• Set goals for team members as required to support annual performance assessments, with regular documented reviews
• Foster a positive and constructive working environment

• Have experience in managing workforce management teams and tools
• Excellent leadership skills with a strong track record of successfully leading teams
• Experience designing resource scheduling, workforce planning, or other operational capability modelling
• Ability to explain technical concepts and synthesize data analytics and/or quantitative models into specific and actionable business recommendations – in business language.
• Ability to present business improvements that are understandable, engaging and influential
• Significant experience in engaging, managing and holding to account multiple senior / exec-level stakeholders with differing objectives
• Proven track record of maintaining high levels of call forecasting in a fast-paced industry
• Ability to prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
• Knowledge of progress monitoring and reporting
• Analytical mindset and approach to problem-solving
• Experienced with Microsoft packages, Google apps, BI tools and SQL with the ability to learn new skills
• High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling
• Able to create and maintain strong working relationships with clients, external suppliers and internal colleagues
• High analytical and statistical skills
• Proactive, demonstrates self-motivation and drive
• Able to work with global responsibility and accommodate working hours to support this
• Technical Skills:
• Advanced skill level in Microsoft Office Suite i.e. Word, Excel and Outlook
• Experience using complex CRM tools
• Experience in managing Workforce Management platforms in busy Contact Centre environments of 100 seats plus.