Workforce Management Associate

The Workforce Associate’s primary responsibility is to ensure daily service levels in all Operational Units by working closely with local leadership. Ensure the most effective use of its workforce against key performance metrics.

General Job Responsibilities:

• Corrects matching of production volume with planned capacities ensuring:
  • that all required agent skills (e.g. languages, know-how) are available
  • that service levels defined by the client are reached (not missed nor surpassed)
  • while reaching internal profitability targets.
  • transparency regarding existing capacities is provided
  • Information regarding absences is provided, this also includes scheduling of all pull outs (e.g. training, meeting, coaching, holydays)
  • Transparent comparison of available with needed capacities
• Identifies and mitigates emerging risks and assisting in potential plans for ser...