Lead, Customer Care Workforce Management

Overview

The Lead, Customer Care Workforce Management plays a crucial role in strategically managing workforce planning and scheduling within the Customer Services division. This individual ensures the smooth running of customer relationship operations in a continuous 24/7 environment, concentrating on staff oversight, quality enhancement, and cross-functional collaboration. Their efforts directly impact elevated customer satisfaction and operational effectiveness through sound workforce management practices.

Core Responsibilities

• Develop and adhere to policies, procedures, processes, and systems consistent with the group’s delegation of authority policy.
• Maintain organizational compliance with policies, controls, and legislative standards while delivering high-quality, cost-efficient services consistently.
• Produce timely reports aligned with business and organizational standards to support leadership in monitoring project progress and informed decision-making.
• Help carry out workforce management strategies supporting Customer Services goals.
• Manage daily scheduling and staffing to meet service-level commitments and customer needs.
• Coordinate Customer Care Workforce Management team resources to maximize operational efficiency.
• Engage with other departments to synchronize workforce initiatives and communication.
• Monitor key performance indicators related to workforce effectiveness and generate reports to aid managerial decisions.
• Support staff supervision, evaluation, and training program implementation to boost capabilities and adherence to standards.
• Ensure customer interactions align with company strategies to foster satisfaction and prompt service delivery.
• Address customer queries and concerns promptly ensuring positive experiences.
• Analyze operational data such as call volumes and staffing ratios to guide resource allocation and productivity improvements.
• Utilize forecasting tools to anticipate demands and adjust staffing accordingly.
• Promote and support implementation of best practices targeting productivity, service levels, and cost goals.
• Stay updated on industry workforce management trends and share insights within the team.

Health, Safety, and Security Guidelines

• Commit to personal and workplace health, safety, and security protocols as established by the company.
• Assist in identifying and reporting potential risks, hazards, or workplace incidents to management when these cannot be independently resolved.
• Cooperate with security and risk management measures to ensure collective safety.

Essential Qualifications and Experience

• A Bachelor’s degree in Business Administration or a related field is required.
• Between 6 to 9 years of relevant professional experience is necessary.
• A Master’s degree in Business Administration or its equivalent is preferred but not mandatory.