Job expirat
The role: Training Manager WFM
Managing the WFM team for a (local) Region, Shared Production Center or Center of Expertise. Ensure development of employees and WFM product
Main responsibilities:
• WFM Global Training Program (owner/development)
• Managing Knowledge Process
• Training development / prioritization
• Managing a number of 8 Trainers
• Organizing deployment Training Program Worldwide WFM
Other duties/outcome objectives
Responsible for job performance and general development of each team member;
• Establishing what capabilities are required and in how far individual team members have the potential to fulfil these requirements;
• Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively;
• Training new team members in terms of general skills;
• Periodically reviewing personal development by means of mutual discussion and recording of personal development;
• Coaching/motivating team members to enable them to fulfil requirements made both qualitatively and quantitatively;
• Having regular team meetings and organising team building activities
• Attending and participating in meetings between planner and Client team regarding planning
• Attending and carrying out screening tests.
Development and continuous improvement of WFM in favour of the Client Teams, in such a way that optimum service is available. Among other things referring to:
• Developing, optimising and concluding the structure, systems, instruments and procedures in relation to forecast and planning, production capacity, staff planning and intra-day management at a Client Team level;
• Continuous improvement aiming for a more efficient and effective schedule
• Determine conditions and targets of planning;
• Managing expectations of internal customer (Client Team)
• Increasing satisfaction level of internal customer (Client Team)
• Highlighting alterations in company regulations regarding planning and schedules whilst consulting HRM department.
• Developing and concluding implementation of Planning Manual (Containing description of planning process and planning policy).
• Align with Standard Operational Procedures
• Align with COPC quality standard
In charge of ensuring a successful WFM implementation. Among other things referring to:
• Making available the weekly schedule for all Client Teams on time
• Organising and allocating of work for Planners and Traffic
• Evaluating and implementing restoring measures
• Increasing satisfaction level of stakeholders
• Achieving set targets/target planning
• In charge of troubleshooting and problem solution
• Dealing with complaints and dissatisfaction in regards to the planning
Professional experience and education level
• Master degree preferably logistics, economics or mathematics background
• Work experience in call centre environment with planning
• Managerial experience
Skills
• Analytical and numerical insight
• Strong communication skills
• MS Office and specifically Excel
• Accuracy
• Good knowledge of contact centre procedures
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
