Lead Workforce Management

at  SumUp

LEAD WORKFORCE MANAGEMENT

Summary: SumUp is looking for a Head of Workforce Management to join our team and lead the development and implementation of workforce management strategies across our customer service organization. The ideal candidate will have experience in managing workforce management teams (internal and outsourced across multiple geographies), be data-driven, and possess excellent communication skills.

Responsibilities:

• Develop and implement workforce management strategies that drive operational efficiencies, increase productivity, and improve customer experience
• Manage and mentor a team of workforce management analysts responsible for forecasting staffing needs, scheduling, and real-time monitoring of service levels
• Analyze data and trends to identify opportunities to optimize staffing levels, improve service levels, and reduce costs
• Work cross-functionally with other teams to ensure alignment of workforce management strategies with business goals
• Develop and maintain key performance indicators (KPIs) to track performance across the workforce management team and customer service organization
• Collaborate with senior leadership to develop and implement long-term workforce management strategies that support the growth and success of the business
• Develop and maintain relationships with external vendors and partners to ensure the delivery of workforce management services that meet business needs

THIS ROLE WILL BE GREAT IF YOU HAVE THE FOLLOWING:

• Bachelor’s degree in Business Administration, Mathematics, Statistics, or related field
• 7+ years of experience in workforce management, with at least 3 years in a management role
• Strong analytical and problem-solving skills with experience in data analysis and forecasting
• Experience with workforce management software and tools, such as Verint, IEX, or NICE
• Excellent communication skills, with the ability to present complex data and insights to senior leadership
• Ability to work collaboratively with cross-functional teams and stakeholders to achieve business goals
• Demonstrated experience in developing and implementing workforce management strategies that drive operational efficiencies, increase productivity, and improve customer experience
• If you are a proactive, data-driven leader who is passionate about workforce management and customer service, we encourage you to apply for this exciting opportunity

Responsibilities:

• Develop and implement workforce management strategies that drive operational efficiencies, increase productivity, and improve customer experience
• Manage and mentor a team of workforce management analysts responsible for forecasting staffing needs, scheduling, and real-time monitoring of service levels
• Analyze data and trends to identify opportunities to optimize staffing levels, improve service levels, and reduce costs
• Work cross-functionally with other teams to ensure alignment of workforce management strategies with business goals
• Develop and maintain key performance indicators (KPIs) to track performance across the workforce management team and customer service organization
• Collaborate with senior leadership to develop and implement long-term workforce management strategies that support the growth and success of the business
• Develop and maintain relationships with external vendors and partners to ensure the delivery of workforce management services that meet business need