• Strategic Staffing & Profitability: Generate and implement value propositions related to staffing and account staffing to directly support the profitability of operations.
• Team Leadership & Development: Lead, mentor, and develop a team of 5-15 WFM analysts, ensuring task fulfillment, quality evaluation of daily processes, and effective task distribution based on analyst occupation.
• Operational Excellence: Ensure compliance with account policies and processes to achieve established productivity and efficiency levels. Drive real-time operational actions and authorize process exceptions to optimize workflow.
• Client & Internal Stakeholder Management: Identify and address internal and external customer needs, providing timely and accurate information. Advise Operation Directors & Account Managers on optimal staffing strategies.
• Data Analysis & Reporting: Analyze workforce data and reports to provide actionable insights for daily operational management. Monitor account headcount and reducers to provide timely alerts and improve KPIs.
• Billing & Compliance Support: Ensure the accurate and timely provision of billing hours, tickets/orders, and/or FTE information for correct invoice generation.
• Escalation Management: Follow up on and ensure logical and timely solutions for escalations from operations or customers.
• Process Improvement: Standardize relevant information, align with new processes, and drive continuous improvement within the WFM team.
• Corporate alignment: Ensure the implementation of the proper methodology & processes based on the guidance from the Workforce Corporate Head

• Education: University degree in Business Administration, Industrial Engineering, or a related field.
• Experience:

o Minimum 2 years of experience as a Workforce Supervisor or Manager.

o Proven experience managing 5 or more direct reports.

• Technical Skills:

o Advanced proficiency in Office Management (especially Excel for data analysis).

o Intermediate level in Numerical Analysis and Data Analysis.

o Intermediate level in Statistics.

• Language: Advanced English proficiency (verbal and written).

Core Competencies

• Leadership & Team Development: Ability to inspire, coach, and manage a team effectively, fostering a high-performance environment.
• Analytical & Problem-Solving: Strong capability to analyze complex data, identify trends, and develop practical solutions under pressure.
• Communication & Interpersonal Skills: Excellent verbal and written communication, negotiation, and relationship management skills to interact effectively with internal teams, clients, and superiors.
• Adaptability & Results-Oriented: Demonstrated ability to adapt to change, manage multiple priorities, and consistently achieve results and drive continuous improvement.
• Time Management: Proficient in time management principles and their application in a fast-paced environment.