Workforce Manager

Job Description
Centrecom Limited in Malta is currently looking to recruit a Workforce Manager to join its team on a full-time basis.

Job role:
We are now on the lookout for team members to join our team as a Workforce Manager. Reporting to the Chief Operations Officer, the Workforce Manager will work closely with the latter by providing the data, analytics, and insights to forecast staffing levels and ensure that operational requirements are met.

Planning;

• To manage the production of accurate forecasts both volumes and staffing
• Consolidation of all plans so that Centrecom management can have a holistic view across all projects
• Highlighting areas and periods of risk across contact center operations
• Monitoring and communicating staff ‘overs and under’ to operational management and making meaningful and impactful recommendations
• Accurate and timely calculations of staff required and support
• Timely monitoring and communication of recruitment requirements
• Ensuring that shrinkage is analyzed and understood so that re-forecasting and communication of plans can take place while retaining historic forecasts for adequate post-mortem analysis.

Scheduling;

• Establishing scheduling methodologies and standards
• Ensuring the provision and compilation of long- and short-term schedules for the contact centre
• Ensuring best practices and take decisions around the planning/scheduling tools available.

Real-Time Management;

• Establishing the methodology and process to manage schedule adherence
• Developing a standardized methodology for measuring and reporting adherence and deviations from schedule across all operations
• Ensuring the adherence to process in the management of deviations from the schedule
• Ensuring that shrinkage is managed efficiently across all projects.

Reporting and Standards;

• Developing reports to meet the operational requirements and standard reporting requirements within Centrecom
• Identifying, establishing, and conducting reporting and analysis on operations, using the methodology in line with company procedures.

People Management;

• Leading by example in living the values of the organization
• Ensuring the cluster is fully equipped to handle the workload and distribute workflow
• Coaching to ensure a full understanding of the consequences of errors.

Requirements:

• Managerial skills, preferably in a similar role;
• Excellent interpersonal skills to interact, work and relate effectively with the team;
• Excellent knowledge of Microsoft Excel - professional level.
• Excellent communication, coaching, and conflict-resolution skills.
• Time and project management skills
• Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies. 
• Experience in data analysis and understanding of numbers.

Centrecom:
Centrecom takes pride in being the Centre of Excellence providing value to our client's businesses by identifying customised solutions. We are the go-to outsourcing partner offering Contact Centre Services, Back Office Functions, Airline Revenue Accounting, and GSA Services. Centrecom has over a 30-years history of service of excellence in various industries. Our strengths encompass IT infrastructures, voice technology, call centre operations, back-office services, and specific aviation industry applications such as reservations, ticketing, refunds, customer support, baggage services, loyalty programs, crisis management, complaint management, medical coordination, and flight disruption management. We are a dynamic and innovative company, and we seek candidates who have the same spirit. You will be joining a company that values its employees and invests in their careers. You will work with a team of professionals who are available to help you navigate and grow.