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The WFM Regional Manager is the most senior WFM leader in the region responsible for the entirety of the function's activities and deliverables across the region. They oversee the internal resource planning, scheduling and external Intraday efforts for the region. Their primary stakeholder is Operations, ensuring we have the necessary headcount staffed within our BPO partner network to meet the customer demand. They lead the overall tactical efforts of their team while executing the strategic initiatives set by the function. Their contributions are critical in shaping global and regional strategies that improve the customer experience.
Responsibilities
Lead and enable a high-performing team of WFM analysts responsible for the long-term headcount planning, forecasted FTE requirements, schedule requirements and allocation to BPO’s and the Outsourced Intraday efforts of the region.
Responsible for building both the budgeted and forecasted agent headcount outlook and our capacity planning is aligned with expense expectations.
Partner closely with Operational stakeholders to implement staffing strategies ensuring KPI targets are being met while balancing cost, including execution of real-time strategies to optimize operational outcomes.
Work with leadership across diverse, cross functional teams and BPO sites to optimize and mature the operating model, manage key business levers, and adapt to dynamic changes in the business.
Provide leadership to collect, consolidate, and analyze operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances in FTE.
Analyze historical utilization, schedule adherence, volume, AHT, shrinkage, and attrition at skill/channel and site levels, and provide business recommendations and inputs that enhance and improve the workforce management cycle.
Contribute to and execute the global strategies of the WFM function.
Qualifications and Competencies
Bachelor’s degree or equivalent work experience
10 + years of FP&A, Capacity Planning, Strategy, Finance or WFM experience with a minimum of 5 years of experience in leading a team
Establish and own end-to–end detailed tracking and control processes for headcount, capacity, invoice reconciliation and budget management across a complex vendor network
Experience in capacity planning, long-term forecasting, headcount budgeting and allocation of agent resources distributed across multiple sites and BPO partners
Ability to develop frameworks and solutions to high-level questions and concepts
Project/program management, process development, influencing and consulting skills
Demonstrate exceptional leadership skills with an ability to mentor and coach both your team and be a stunning colleague for others to learn from
Due to the regional scope of the role and diverse stakeholders, the ability to communicate complex thoughts in simple terms, both in English and Spanish, is required to drive results
Experience with G-suite apps (Docs, Sheets, Slides)
Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.