Senior Workforce Manager

Contax360 BPO Solutions is a global leader in contact center services, offering exceptional customer care across diverse markets. We are growing rapidly and seeking a skilled Senior Workforce Manager to oversee our Workforce teams across Jamaica, the United States, and South Africa.

The Workforce Manager is responsible for managing real-time workforce operations to achieve optimal service levels across all locations. This includes overseeing forecasting, scheduling, staffing, and performance analysis to ensure smooth, efficient operations in Jamaica, the US, and South Africa. Frequent travel to these locations is required to ensure consistency and alignment across teams.

• Workforce Forecasting & Scheduling: Lead and optimize workforce management processes across Jamaica, the US, and South Africa. Manage forecasting, scheduling, and intraday operations for all regions to ensure performance targets are met and maintained.
• Intraday Management: Oversee real-time staffing and scheduling across multiple time zones to meet service level agreements (SLAs) while balancing agent availability, call volume, and operational efficiency. Ensure that all teams are appropriately staffed at any given time.
• Staffing & Shrinkage Management: Oversee the proactive management of shrinkage (vacations, VTO, LOA) across locations. Ensure efficient use of resources by approving or denying time-off requests based on operational needs.
• Performance & Analysis: Lead regular performance review meetings with site management teams to evaluate staffing effectiveness, service level performance, and any risks to operational targets. Provide recommendations for improvements and proactive solutions.
• Process Improvement: Continuously assess and recommend improvements to workforce management processes and systems. Drive initiatives that enhance operational efficiency and the customer experience across all regions.
• Team Development: Facilitate the development of the Workforce Management (WFM) team and provide exposure to industry best practices, skills, and standards.
• Cross-Region Collaboration: Work closely with regional managers in Jamaica, the US, and South Africa to ensure consistency in workforce management practices, service level achievement, and quality standards.

• Bachelor's Degree in Business Administration, Computer Science, or related field.
• 5+ years of experience in workforce management at a senior level, with a proven track record in global operations and managing cross-functional teams across multiple countries.
• Extensive experience with workforce forecasting, real-time scheduling, and performance management in large-scale call center environments.
• Advanced proficiency with Microsoft Excel and workforce management systems such as Avaya, CMS, and IEX (or similar systems).
• Strong background in managing teams across different time zones, and experience with operational challenges in multi-country environments (Caribbean, North America, Africa preferred).

• Strategic Leadership: Proven ability to lead and manage global teams, balancing local needs with broader organizational goals.
• Advanced Analytical Skills: Ability to analyze large sets of data to forecast needs, evaluate performance, and implement effective solutions.
• Cross-Cultural Communication: Strong interpersonal and communication skills for managing diverse, geographically dispersed teams.
• Problem-Solving & Decision-Making: Demonstrated ability to make timely, data-driven decisions to resolve workforce management challenges.
• Risk Management: Expertise in identifying potential operational risks and developing strategies to mitigate them.
• Flexibility: Ability to work in a flexible schedule, including weekends and public holidays, to support global operations.

• Willingness to travel internationally to Jamaica, the US, and South Africa.
• Valid Government-issued photo ID, NIS, and TRN required.
• Must pass a background check and provide a police record.

• Growth Opportunities: Career advancement within a rapidly expanding company.
• Health Insurance: Comprehensive medical, dental, and optical coverage.
• Competitive Salary: Along with performance-based incentives and additional benefits.

Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.