Job expirat
The WFM Manager position is located at multiple places within the Workforce Management department. The role deals with the human side of managing a team as well as the responsibility for the performance, output and quality delivered by a team.
WFM Manager (SPC): Responsible for the human and performance management of a shared production center or multiple shared production centers. The teams within the shared production centers take care of tasks like Forecasting, Capacity Management, Scheduling and Intraday Management
Purpose of the position:
The purpose of the position is to manage a WFM team on performance, quality and output. Besides this purpose the WFM Manager also ensures and enables development of the team and the employees within his teams
Key task & result areas:
(Human side)
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
- 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 carrying out screening tests
(Product side)
Development and continuous improvement of WFM in favour of Operations, in such a way that optimum service, support and performance is delivered:
- Support and enable the development, optimising and maintaining the structure, systems, instruments and procedures in relation to the area of responsibility
- Continuous improvement aiming for a more efficient and effective way of working in regards to the areas of responsibility
- Determine requirements, conditions and targets for the department and/or area of responsibility
- Managing expectations of internal customer
- Increasing satisfaction level of internal customer
- Assure processes and documentation of processes are fulfilled as intended by the members of the team and in accordance with the Xerox standard way of working and COPC
- Review performance of department based on defined WFM metrics (Table F) with the teams and assure improvement plans and actions are taken
(Implementation)
In charge of ensuring a successful WFM implementation:
- Organising and allocating of work of team members and the department
- Increasing satisfaction level of stakeholders (Operations, other WFM departments etc.)
- Create and achieving set targets and deployment of annual plans
- In charge of troubleshooting and problem solution
- Dealing with complaints and dissatisfaction in regards to the area of responsibility
Social interaction:
The WFM Manager performs various activities in close collaboration with his WFM Supervisors, WFM Specialists or WFM Business Partners and his WFM Management team colleagues. The WFM Manager provides directions towards his team members. Outside the WFM department the WFM can be the representative or escalation point of contact for WFM and his area of expertise or responsibility, for example towards Operations, HR, Compliancy and Recruitment. Intermediating role in the occurrence of complaints and problems.
Minimum skills to hire:
- Master’s Degree: Business Information Management, Economics, Logistics, Communication, Business Administration or Mathematics
- Bachelor’s Degree: Business Information Management, Economics, Logistics, Communication, Business Administration or Mathematics
- Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)
- Advanced proficiency of mathematical and analytical skills
- Advanced proficiency of communication and feedback skills, interview and meeting structures and roles
- Strong pro-active and result orientated collaboration skills on multiple levels
- Basic computer skills and elementary proficiency and knowledge of MS Office (Word and Outlook) and Windows/Mac OS X
- Ability to focus on performance and results, and to act accordingly
- Advanced problem signaling and solving skills
- Strong leadership and coaching skills
- Knowledge of general contact center processes
- Proficiency to organize, host, plan and participate effectively in a meeting
- HR process and management skills
- Proficiency and knowledge of the complete WFM process and advanced knowledge in regards to the area of responsibility
- Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision
- Convincing and Influencing skills
- Knowledge of the COPC and Lean Six Sigma methodology
- Advanced proficiency and knowledge of MS Office (Excel)
Success factors:
- Managerial experience
- Brought WFM experience
- Analytical abilities
- Power of persuasion
- Building trust
- Organization awareness
- Initiative
- Team player
- Result oriented
- Customer oriented and self-assured communication and way of working
- Punctual and accurate work methods
- Initiative
- Ability to organize and coordinate tasks/work
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.
