Senior Manager, Global Workforce Forecasting and Planning
Egencia LLC
Bellevue, Washington , USA
1h ago

What you’ll do

The Workforce Forecasting and Planning team sits within our Global Customer Operations (GCO) function, a global, omni-channel contact center providing extraordinary business travel sales and support to Egencia clients.

This team has 3 major responsibilities :

Using a detailed knowledge of the business, develop omni-channel demand forecasts that highlight risks in 17 separate global locations, and coordinate with Operations partners to set individual performance targets.

Enable meeting service level targets by developing a staffing plan with Recruiting and Training partners that is achievable and rapidly assess the financial and operational impacts of changes influence and guide GCO through a transformation and identifying process improvements through transformative change to support our travel consultants, drive shareholder value, and most important of all, delight our customers.

Reporting to the Director, Global Workforce Planning & Strategy within Egencia’s GCO team, you will lead a larger (9) global team of forecasters and big-

picture analysts to drive transformative change in the business. You’ll work with peers leading the Forecasting, Scheduling, and Command Center teams to develop, align, and execute a Workforce Strategy to enable the future vision of the GCO.

Who you are

  • A global leader who is able to virtually manage large business and analytics teams in multiple locations across the globe.
  • You have an eye for business that allows you to quickly surveil the operational landscape and understand your key influence points.
  • Robust quantitative analytics expertise in solving strategic business issues with large and ambiguous data sets
  • A bias to action that enables a test-and-learn culture with an emphasis on failing fast and failing forward.
  • An entrepreneur, able to define roles and responsibilities, but not afraid to work outside the definitions when the need presents
  • A teacher and mentor that’s capable of developing their team into the next generation of business leaders and the ability to inspire them to pursue greatness
  • 10-15 years with 5+ years in managing global, virtual teams
  • Experience working with a large, omni-channel, Contact Center organization
  • Knowledge of Aspect WFM system, SalesForce Service Cloud, Tableau, and / or Avaya
  • Active engagement in Analytics and / or Innovation forums
  • Apply
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