
Regional Scheduling Manager
2 days ago
Achieving Efficiency in Workforce Management: A Regional Perspective
This role is pivotal in creating efficient, accurate schedules that balance operational goals. Collaborating with the Global Scheduling Lead and partnering with Planning and Intraday teams, you will ensure alignment across functions while serving as a key escalation point for complex challenges.
In this position, you will refine scheduling practices, develop mid-term forecast models, and generate actionable insights from data. By simplifying processes, driving automation, and fostering continuous improvement, you will optimize scheduling accuracy and enhance service levels. Your work will ensure smooth operations, enabling our teams to meet organizational and customer needs effectively.
- Main Responsibilities:
- Optimize service delivery for customers regardless of their location;
- Grow and level up your team, supporting their development through the WFM Career map;
- Set the scheduling strategy for the upcoming 3 months and work with internal and external teams to deliver it;
- Build scalable scheduling routines, identify replication opportunities for global consistency;
- Understand and interrogate forecasts, making adjustments using your expertise and optimize coverage to meet SLAs, efficiency goals, and resolution times;
- Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices;
- Drive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times);
- Co-own quarterly OKR target-setting with fellow leads;
- Build smaller-scale forecasts to support exceptional events, such as incidents.
We are looking for an experienced leader who can drive results and foster a culture of continuous improvement. If you have a strong understanding of Workforce Management, including forecasting, capacity planning, scheduling, and real-time management, we encourage you to apply.
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