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Senior Global Workforce Management Director

Come and join us! The Senior Global Workforce Management Director will be responsible for short-, medium-, and long-term forecasting, capacity planning, workload distribution & optimization and data governance for technical support sites across the globe, supporting different line of businesses (LOBs) in more than 20 languages. The role provides analytical support for site managers, creatively developing workforce staffing solutions, and developing daily workforce scheduling solutions that meet/exceed business goals and objectives. You'll partner with the Support Delivery team to share responsibility for meeting service levels and key performance indicators objectives across all channels, and ensure effective and efficient utilization of resources.

Preferred location: Orlando, Florida

What the Senior Global Workforce Management Director will do:

Develop a workforce management model to support new industry verticals. Find opportunities for scale using through the optimization of workforce across different LOBs, products, channels and geographies.
Manages the day-to-day activities of the Workforce Management Forecasting, Scheduling, Intra-day, and/or Change Management teams. Monitors the effectiveness and efficiency of the scheduling staff in aligning company-wide processes and procedures to achieve customer support key performance indicators.
Oversees the process and development of all support center schedules and ensures that the call center is efficiently staffed to meet service metrics agreements. Monitors adherence to scheduling and service level parameters. Recommends adjustment as vital.
Coordinates scheduling of different products/languages/sites considering minimizing under/overstaff, meeting utilization and occupancy levels. Acting as approval for training, changes in shifts, vacation, etc., based on service, quality, efficiency and customer experience.
Defines staffing solutions to match the capacity with workload at intraday level, considering the learning curve, vacations, training needs, attrition, subject to operational and financial objectives. Communicate the hiring needs accordingly to the time needed.
Develops an ecosystem for practical data and define practices for continuous investigation of past performance to gain insights, drive business planning and decision making process.
Analyzes trends and captures input critical to accurate forecasting; provides analysis for forecasting and capacity planning. Compares actual results to forecasts on a daily, intra-daily, weekly, monthly, and annual basis to ensure appropriate staffing levels. Makes recommendations based on results for development/adjustment of staffing plans. With strategic direction, develops processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy.
Function as a liaison with other areas to resolve issues affecting contact center personnel relating to staffing or capacity (i.e. implementation of new initiatives, product launches, and/or changes affecting customer relationships.
Recognizes and recommends operational and support improvements to eliminate/reduce performance gaps.
Work with the IT Support team in the definition, requirements and implementation of support infrastructure tools such as Omni channels routing capabilities, ticketing systems and reporting.

What We Like To See:

Minimum of 10 years of experience in global call center workforce management function.
Bachelor degree. Master degreed preferred.
People management experience.
Strong mathematical/statistics, analytical, communication and organization skills.
Analytical thinking, creative problem solving and decision making.
Proficient using MS Word and Power Point. Advanced in Excel (Modeling, Algorithms and Macros).
Ability to adapt to change and implement quickly based on overall direction and needs of the company.
Highly collaborative.
Excellent written and oral communication skills.

Does this sound like you? If so, we hope to meet you!

Life at Oracle and Equal Opportunity

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

https://www.oracle.com/corporate/careers/diversity-inclusion/

#LI-KT4

Senior Global Workforce Management Director

Preferred location: Orlando, Florida

What the Senior Global Workforce Management Director will do:

Develop a workforce management model to support new industry verticals. Find opportunities for scale using through the optimization of workforce across different LOBs, products, channels and geographies.
Manages the day-to-day activities of the Workforce Management Forecasting, Scheduling, Intra-day, and/or Change Management teams. Monitors the effectiveness and efficiency of the scheduling staff in aligning company-wide processes and procedures to achieve customer support key performance indicators.
Oversees the process and development of all support center schedules and ensures that the call center is efficiently staffed to meet service metrics agreements. Monitors adherence to scheduling and service level parameters. Recommends adjustment as vital.
Coordinates scheduling of different products/languages/sites considering minimizing under/overstaff, meeting utilization and occupancy levels. Acting as approval for training, changes in shifts, vacation, etc., based on service, quality, efficiency and customer experience.
Defines staffing solutions to match the capacity with workload at intraday level, considering the learning curve, vacations, training needs, attrition, subject to operational and financial objectives. Communicate the hiring needs accordingly to the time needed.
Develops an ecosystem for practical data and define practices for continuous investigation of past performance to gain insights, drive business planning and decision making process.
Analyzes trends and captures input critical to accurate forecasting; provides analysis for forecasting and capacity planning. Compares actual results to forecasts on a daily, intra-daily, weekly, monthly, and annual basis to ensure appropriate staffing levels. Makes recommendations based on results for development/adjustment of staffing plans. With strategic direction, develops processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy.
Function as a liaison with other areas to resolve issues affecting contact center personnel relating to staffing or capacity (i.e. implementation of new initiatives, product launches, and/or changes affecting customer relationships.
Recognizes and recommends operational and support improvements to eliminate/reduce performance gaps.
Work with the IT Support team in the definition, requirements and implementation of support infrastructure tools such as Omni channels routing capabilities, ticketing systems and reporting.

What We Like To See:

Minimum of 10 years of experience in global call center workforce management function.
Bachelor degree. Master degreed preferred.
People management experience.
Strong mathematical/statistics, analytical, communication and organization skills.
Analytical thinking, creative problem solving and decision making.
Proficient using MS Word and Power Point. Advanced in Excel (Modeling, Algorithms and Macros).
Ability to adapt to change and implement quickly based on overall direction and needs of the company.
Highly collaborative.
Excellent written and oral communication skills.

Does this sound like you? If so, we hope to meet you!

Life at Oracle and Equal Opportunity

https://www.oracle.com/corporate/careers/diversity-inclusion/

#LI-KT4

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $131,700 to $291,900 per annum. May be eligible for bonus, equity, and compensation deferral.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.