Lead, Customer Care Workforce Management

Job summary:The Lead, Customer Care Workforce Management is responsible for supporting the strategic management of workforce planning and scheduling within the Customer Services function. This role will assist in ensuring the efficient operation of customer relationship management in a 24/7 environment, focusing on staff management, quality improvement, and collaboration across various functions. The Lead will enhance customer satisfaction and operational efficiency through effective workforce management practices.General Responsibilities:Policy, Procedures, Process and SystemsFollow the operational strategy in compliance with group delegation of authority policy.Ensure the compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.ReportingEnsure that all reports are completed timely and comply with the business and organization’s policies and standards.Manage the preparation of periodical management reports and progress reports to keep the business senior management informed about the progress of various initiatives and to facilitate decision-making.Comply with organization’s requirements in a timely manner.Job Specific Responsibilities:Assist in the execution of workforce management strategies that align with the overall goals of the Customer Services function.Support the daily scheduling and staffing of customer care operations to meet service level agreements and customer demands.Coordinate the functions and resources within the Customer Care Workforce Management team, ensuring optimal performance and effective resource allocation.Collaborate with other departments to facilitate communication and ensure alignment on workforce management initiatives.Monitor and report on key performance indicators (KPIs) related to workforce management, providing insights to the Manager for decision-making.Assist in the preparation of performance reports that highlight operational progress and areas for improvement.Support the supervision and evaluation of staff within the Customer Care Workforce Management team, ensuring adherence to policies and procedures.Assist in the development and implementation of training programs to enhance staff skills and performance.Ensure that customer-facing transactions align with the organization’s customer strategy, contributing to higher satisfaction and timely service delivery.Address customer needs, problems, and requests in a timely manner, ensuring a positive customer experience.Track, analyze, and report on operational volumes (calls, requests, visits, enrollment/change processing) to support staffing recommendations and productivity improvements.Assist in evaluating client-to-staff ratios to ensure efficient resource utilization.Help coordinate workload and schedules to ensure consistent performance across the operation, minimizing disruptions to customer service.Utilize forecasting tools to assist in anticipating customer demand and adjusting staffing levels accordingly.Support the implementation of company best practice targets to meet productivity, service level, and expense goals.Stay informed about industry trends and best practices in workforce management, sharing relevant insights with the team.HSE, Security, and Risk Protocols:The Employee shall adhere to all the HSE, Security and Risk Management Rules & Procedures communicated by the company, including:Taking reasonable care of their own health, safety, and security.Taking reasonable care of the health, safety and security of persons that may be affected by their acts or omissions at work.Co-operate with their employer with respect to any instruction and/or actions taken by the employer to protect the employee and/ or comply with HSE and security requirements.Report to their immediate line manager any situation which they have reason to believe could present a risk, hazard, or issue to an individual or the company and which they cannot correct themselves.Report all HSE and security incidents and work-related injuries. Not intentionally or recklessly interfere with or misuse anything provided at the workplace that supports the interest of HSE, security and welfare.Essential RequirementsBachelor’s degree in business administration or equivalent6-9 years of relevant working experienceMaster’s degree in business administration or equivalent preferred