Workforce Country Lead

Job Information:

As a Regional Workforce Sr Lead, you will effectively evaluate business processes, anticipate requirements, uncover areas for improvement, and implement solutions and system enhancements through the business rule engine module. Provides day-to-day support for the originations, resolves issues affecting the organization, and ensures the successful execution of system enhancements through close coordination with Operations.

Location: Surabaya / Bali, Indonesia

Job description:

• Manage Workforce Teams from different sites

• Analyze reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency

• Proactively provide scheduling analysis, recommendations for improvement, including headcount requirements, long-term planning, scheduling and bidding strategies, staffing strategies.

• Lead staffing review meetings with management and intraday analysts detailing previous and current weeks performance and forecasted performance while also identifying risks

• Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to service level requirements

• Prepare in-depth reports to be used across the center

• Develop and implement workforce management strategies

• Perform real-time workforce management, directly supervising a team of real time analysts and schedulers. Oversee the direction of the day to day queue movement to all business units, ensuring that service level standards are consistently met. Provide ongoing internal communications with staff associates/management/directors/VPs on load balancing and staffing requirements in proactively, in real-time, and historically

• Serve as the Subject Matter Expert representing the business regarding queue management, and Workforce Management. Assure successful implementation of new business; Assist business partners during implementations to make staffing and process adjustments.

• Establish and maintain operational reporting. Assure accurate and timely distribution to key stakeholders in the CareCentrix organization. Reports include, but are not limited to, real-time and historical reporting on volumes, service performance, staffing, and historical trends.

• Coach, train, and evaluate Workforce Management Team members and ensure the team is adequately staffed with skilled resources

Qualifications:

• A bachelor's degree in Computer Science or Information Technology is a plus

• Minimum of 2 years relevant experience

• Technical knowledge of MS office products and google suite

• Planning and Organizational skills

• Ability to make decisions on complex scenarios and under pressure

• Ability to work in a fast-paced environment and adapt to change

• attention to details

• demonstrated ability to analyze and interpret data

• commitment to ownership and accountability

• demonstrated ability to draw on diverse range of information and to be able to formulate a proper conclusion for the management of operational risks and business objectives

• strong negotiation, analytical, commercial awareness and problem-solving skills

• well developed technical skills, MS Office products and Call Center technologies

• Excellent verbal and written communication skills

• Willing to work shifting hours, weekends and public holidays.

Benefits:

• Competitive salary and benefits package.

• Opportunity to work on diverse and exciting projects.

• Professional development and training opportunities.

• Collaborative and innovative work environment.

• Career growth potential within the company.