Job Description

Workforce Controller ensures vendors, in a dual vendor environment, have accurate forecast and able to accommodate Etihad needs. Maximizing the customer experience and ensuring business optimization through WFM assessment across both vendors & inhouse units and across all customer care functions.

Accountabilities

• Monitoring the implementation of work activities of individual team members qualitatively and quantitatively
• Ensure accurate planning and adequate staffing for operation regarding all resourcing issues
• Support operation management with all necessary information, planning models and scenarios to facilitate the decision-making process
• Support and enable the development, optimizing and maintaining the structure, systems and procedures in relation to the area of responsibility
• Review performance of department based on defined WFM metrics with the teams and assure improvement plans and actions are taken
• Assure processes and documentation of processes are fulfilled as intended by the members of the team & vendor in accordance with Etihad standards
• Build & maintain forecasting models for volumes & AHT across all functions within the Customer Care unit and achieve a high level of forecast accuracy
• Build internal awareness to volume drivers & build relationship with internal stakeholders to ensure decisions are align with resource planning

Education & Experience

• University graduate
• 5+ years experience in WFM managing over 250+ FTE with complexity of various languages/sites/vendors
• Knowledge of outsourced operations, processes, reporting tools and operational logistics
• Six Sigma Green Belt is an advantage
• COPC implementation leader is an advantage

Skills Required

• Six Sigma