Strategic Workforce Planner

Há 3 dias

São Bernardo do Campo, São Paulo, Brasil beBeeWorkforce Tempo inteiro R$60.000 - R$80.000
Job Summary

The Senior Workforce Manager is accountable for designing and implementing strategic workforce plans, ensuring alignment with the organization's long-term objectives. This role requires advanced data analysis skills, as well as the ability to build executive dashboards using Excel and Power BI.

Key Responsibilities
  • Develop comprehensive workforce strategies that account for production, call volumes, and staffing requirements.
  • Monitor key performance indicators (KPIs) to assess the effectiveness of workforce planning initiatives and make necessary adjustments to meet business objectives.
  • Utilize data analytics to create actionable insights and provide strategic visibility to stakeholders.
  • Provide informed recommendations to internal teams and operations, identifying potential risks associated with workforce planning.
  • Regularly report on workforce metrics and planning outcomes to senior leadership, offering insights and suggestions for continuous improvement.
Day-to-Day Operations
  • Manage the daily functions of the department, ensuring the accuracy, consistency, and accessibility of global workforce data to inform critical business decisions.
  • Design and implement executive-level dashboards (Excel and Power BI) that provide data-driven insights to guide strategic planning and operational adjustments.
  • Develop and maintain performance reports highlighting department results, trends, and areas for improvement.
  • Lead resource planning meetings with management and cross-functional teams to understand upcoming initiatives, forecasts, and risks, ensuring readiness of supported business units.
  • Analyze trends, patterns, and anomalies in workforce data to inform strategic decision-making.
  • Monitor efficiency and prepare reports/presentations with key highlights and suggested action plans to keep results within targets (SLA, AHT, ASA, Shrinkage, etc.).
  • Collaborate with cross-functional teams to identify data needs, integrate systems, and refine reporting mechanisms, fostering a data-driven culture.
Qualifications And Education Requirements
  • High School Diploma or equivalent, with expertise in workforce management within a contact center environment.
  • Advanced English proficiency.
  • Proficiency in Business Intelligence tools (e.g., Power BI, Cognos, Qlikview) and exposure to source system query engines (e.g., SAP, PeopleSoft).
  • Experience with Visual Basic and SAS preferred but not required.
  • Advanced PowerPoint, Power BI, and Excel skills.
  • Demonstrated ability to build strong relationships at all levels of the organization.
  • Knowledge of forecasting methodologies and WFM KPIs (SLA, AHT, ASA, Offered Calls, Forecast Accuracy, etc.).
Benefits

This role offers opportunities for professional growth and development, as well as collaboration with experienced professionals in the field.

Others

Able to work independently and collaboratively as part of a dynamic team.

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