Gestionnaire principal·e de la planification des effectifs

📋 Description

• Plan and supervise workforce schedules to meet demand.
• Optimize staffing to minimize gaps and control costs.
• Collaborate with operations to adjust schedules for real-time demand.
• Monitor cost drivers and optimize utilization of staffing resources.
• Analyze performance data to drive service levels and decisions.
• Lead and develop the workforce operations team.

🎯 Requirements

• 10+ years in workforce/operations management.
• Experience leading international contact center teams.
• Deep expertise with WFM tools: Aspect, NICE, Verint.
• Forecasting, scheduling, real-time planning, capacity mgmt.
• Strong data analytics and data-driven decision making.
• Excellent leadership and communication; team building.

🎁 Benefits

• Bonus, equity, benefits, and Employee Travel Credits may be offered.
• Inclusive recruitment process and accommodations for disabilities.
• Global, diverse team with leadership development opportunities.
• Flexible work practices and remote collaboration options.
• Ongoing training on the latest workforce management tools.