Come build community, explore your passions and do your best work. If you join Resource Strategy & Vendor Planning [RSVP] you will join an organization that works to ensure we have the ‘right people, at the right time’ to support our global customers. RSVP is one of the most exciting businesses to be part of at Microsoft today. If you are excited about working with brilliant technical minds, using your analytical and influencing skills to drive change, we want to talk to you. We are looking for an intellectually curious, customer obsessed WFM expert.

As a WFM Business Program Manager in the Operations Command Centre [OCC] of RSVP, using your in-depth experience of near-term operational planning, you will build robust requirement plans for our Vendors to schedule resources against to ensure customer experience is optimal. This is a challenging role as Microsoft is a complex organization with many languages to support, sites, vendor and pricing models. We are expanding this year into other business units so a strong level of change management and high influencing skills are essential

Do you have proven experience of generating accurate forecasts down to a 30-minute interval level using industry Standard Workforce Management tools, but can also work it out manually if needed? Do you have an in-depth knowledge of industry standard planning methodology with at least 10 years’ experience of planning for large-scale multi-modality contact centres? If so, this role is for you!

This role is flexible in that you will be able to partner with your Manager to define the way that you’d like to work, whether that is in the office or from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more, and

We’re dedicated to this mission across every aspect of our company. Our culture is centered on embracing a growth mindset and encouraging teams and leaders to bring their best each day. Join us and help shape the future of the world.

Responsibilities

• Designing and delivering modernized, industry best in class resource planning services to our global Customer Services and Support SBU’s, utilizing modern tools, best in class processes which results in optimized staffing which drive efficiency, SLA performance and customer satisfaction.
• Translating the business forecast and delivery strategy into monthly resource requirements and interval staffing requirements for internal delivery organization and outsourced partners.

• Providing staffing performances, analysis and insights.

• Communicating volume variances to business forecast to improve accuracy and efficience.

• Advising on staffing strategy optimization.

• Implementing changes to support the constantly evolving support environment.

• Perform impact assessments to provide the Senior Management with the view to assess the changes.

• The role includes managing deliverables from an outsourced team.

• The role is open accross EMEA.

Qualifications

• Must be fluent in English, both written & verbal
• Have worked in 24*7 Contact Centre Operations
• Extensive experience of workforce and scheduling management experience or equivalent, with a strong working knowledge of multi-site contact centre operations and job functions
• Experience using database applications to consume large volumes of data and translate to insights
• Experience with industry standard WFM applications
• Strong customer service, communication, and interpersonal skills
• Ability to work independently and efficiently with minimal supervision in a high productivity and time sensitive environment, demonstrating excellent organizational skills and attention to detail
• High level of accuracy and flexibility in work assignments, producing a high volume of work in a timely manner, never sacrificing quality of work for quantity of work
• Ability to manage high pressure situations
• Change agent: natural at embracing change and leading people through ambiguity and transformation
• Excellent computer skills and a strong working knowledge of Microsoft applications
• Understanding and working knowledge of contact centre resource calculation methods

Job Qualifications: Preferred

• Strong ability to attract, develop and retain top talent.
• Strong customer service, communication, and interpersonal skills.
• Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals
• Flexibility and ability to adapt to ambiguous and changing situations
• Working knowledge of Alvaria WFM system