Associate Director, Workforce Management

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Associate Director, Workforce Management

About VXI

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, Africa, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world’s most-respected brands.

VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines, and one of the few US-based customer-care organizations in China.

VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and Philippines, but we also gained ground in the Chinese and Central American markets. Additionally, we acquired Symbio, expanding our global services offering and enhancing our competitive position.

In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and to shareholders.

For more information about VXI, visit: www.vxi.com

For more information about our partnership with Bain, please visit: https://www.baincapital.com/news/bain-capital-completes-acquisition-vxi-global-solutions

About the Opportunity

The Associate Director of Workforce Management is responsible for ensuring a smooth and efficient operation by effectively forecasting resource requirements in a timely and streamlined manner; leading the forecasting, staffing and workflow function in a multi-site operation; implementing best practices across assigned departmental and site boundaries to enhance productivity and service level performance; and overseeing the effective and efficient utilization of resources through workforce management systems, process engineering, quality planning and management. This position plays an integral role in achieving the business objectives of the company by making the call centers more efficient, increasing the organization’s margins, ensuring service levels are consistently met, and maintaining a strong competitive position in the industry. 

Responsibilities

• Conceptualize, design, develop, implement and maintain processes to enhance productivity and performance improvements
• Collaborate with Operations and Executive Management to help ensure resource availability required to meet the revenue and expense targets in a timely and streamlined manner
• Collaborate with Operations and Executive Management for evaluating alternatives for various business issues and technology, facility or new business acquisitions
• Direct the WFM team in monitoring and analyzing available data to ensure staffing and scheduling are optimally utilized and efficient.
• Audit WFM Processes, identify opportunities for improvement, and consult with Operations and Program Management leadership to present action plans.
• Stay current on trends in the labor market and contact center industry that may affect resource planning strategies and adjust accordingly.
• Responsible for establishing and clearly communicating departmental strategy to management team
• Provide feedback regarding tactical operations for department including budgeting, goal setting, and managing performance; following organization’s policies and applicable legal requirements
• Provide insight on performance and forward outlook on delivery compared to capacity and budget
• Determine and implement appropriate staffing and customer interaction guidelines for work team(s)
• Monitor performance leading to successful results
• Performs other duties that may be assigned from time to time

Qualifications

• College degree is preferred
• At least 8 years of experience in Workforce Management in operations: volumes management, and / or forecast, capacity planning, scheduling and real time management
• Excellent communication (written and oral) and presentation skills
• Demonstrated ability to encourage innovation and creativity and implement concepts to meet business needs
• Proven strategic thinking/planning and analytical skills
• Six Sigma trained
• Strong history of building great teams
• Track record of innovative and effective problem solving and decision-making ability
• Ability to develop, grow, and maintain successful relationships with clients, team members and other internal/external resources
• Must be able to generate credibility and influence
• Must have experience in Workforce planning for multiple sites
• Demonstrated outstanding personal leadership
• Track record of achieving/exceeding business results
• Excellent organizational and time-management skills
• Excellent at multi-tasking
• Must have proficiency with various software applications, preferably IEX

Core Competencies

(Minimum level of proficiency: N-Novice, I-Intermediate, A-Advanced, S-Strategic)

• Drive for Results - S
• Communication - S
• Resourcefulness - S
• Building Relationships - S
• Developing People - S
• Culture Building - S

Technical Competencies

• Analytical
• People management
• Time management
• Ability to multi-task, adapt to change, and achieve results with accuracy and precision
• Leadership
• Communication & comprehension
• Programming and Web development

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!