Program Manager, WFM Americas

Location

São Bernardo do Campo, SP | Brazil

Job description

The Regional WFM Program Manager will play a crucial global role in our esteemed company, overseeing workforce management strategies and operations across multiple BUs. This position is responsible for aligning regional WFM initiatives with global standards, ensuring efficiency, productivity, and operational excellence. The ideal candidate will be adept at managing diverse teams and navigating complex global business environments, tracking WFM KPIs, strategies and methodologies.

key responsibilities

Develop and execute regional workforce management strategies that align with global objectives. Create a performance optimization scenario that allows stakeholders engagement, innovation and process standardization. This role is responsible for manage BUs WFM managers and centralize plans and results for pre-determined region. 

• Supervise, coach and develop global WFM resources, guarantying a clear career path plan and employees’ engagement. 
• Hold regular one-on-one’s and team meetings; contribute to team engagement.
• Actively manage performance; identify training needs and provide post-training support.
• Perform other leadership duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.
• Ensure effective use of resources and knowledge.
• Managed BUs: Brazil, Colombia, Mexico, Canada, United States.

Manage the day to day operations of the department.

• Oversee daily WFM activities across the BUs, ensuring smooth and efficient operations.
• Provide guidance and support to WFM teams, resolving operational challenges and facilitating decision-making.
• Monitor and report on regional performance, implementing corrective actions as needed.
• Ensure results and strategy visibility focused in LOB-driven view, maintain close communication with the LOB managers and work in partnership with peers around the world to ensure proper governance.
• Support WFM service in BUs and manage local managers, guiding them through the most accurate actions plans, provide them support to ensure local WFM team success.
• Work in partnership with managers from other regions to create joint strategies for continuous performance improvement, promoting excellence and global synergy in the workforce management team.
• Ensure FTE planning and track main WFM KPIs for the region, work in partnership with the performance management team to ensure accuracy and positive budget and cost outcomes for the BUs in the region.
• Create regional governance and develop outcome executive presentations to C-Levels and global head of workforce management.
• Manage regional WFM team, create daily, weekly and monthly routines to manage processes and implementation and give necessary support to guarantee the career improvement of the team.

Qualifications 

• College Degree/Diploma;
• Experience in a workforce management capacity within a contact centre;
• Strong experience in a workforce management capacity within a contact centre;
• Leadership experience.   
• Demonstrated success in establishing and driving service excellence.
• Proficiency using Business Intelligence tools (i.e. Cognos, Business Objects, Qlikview, PBI, MicroStrategy, Celonis) and exposure to source system query engines (i.e. SAP, PeopleSoft, Cisco, Avaya, Verint, Content Guru, or any other related WFM tool) required.
• Experience with Visual Basic and SASS preferred but not required.
• Advanced PowerPoint and Excel skills.
• Demonstrated ability to build strong relationships at all levels of the organization.
• Demonstrated ability to effectively lead people, get results through others and provide coaching/constructive feedback.
• Knowledge in Erlang, Forecasting methodologies, WFM KPIs (SLA, AHT, ASA, Offered Calls, Forecast Accuracy, etc.)

42277 | Data & Analytics | Management | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.
Note: Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.

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