Regional Manager, CS Workforce Management

Millions of members worldwide love Netflix. When they sit down to watch or play, we want to ensure that nothing gets between them and their favorite shows, movies, and games and Netflix Customer Service (CS) is here to assist customers when they need help. Our WFM team sits within CS and is responsible for the resource planning, scheduling and allocation of agent headcount needed to support the inbound demand of customer contacts across our global BPO partner network. WFM provides the data and analytics to ensure staffing levels are appropriately met to achieve operational KPI targets.

The WFM Regional Manager is the most senior WFM leader in the region responsible for the entirety of the function's activities and deliverables across LATAM. They oversee the internal resource planning, scheduling and external Intraday efforts for the region. Their primary stakeholder is Operations, ensuring we have the necessary headcount staffed within our BPO partner network to meet the customer demand. They lead the overall tactical efforts of their team while executing the strategic initiatives set by the function. Their contributions are critical in shaping global and regional strategies that improve the customer experience.

Responsibilities

• Lead and enable a high-performing team of WFM analysts responsible for the long-term headcount planning, forecasted FTE requirements, scheduling and Intraday efforts of the region. 
• Responsible for building both the budgeted and forecasted agent headcount outlook and our capacity planning is aligned with expense expectations.
• Partner closely with Operational stakeholders to implement staffing strategies, ensuring KPI targets are being met while balancing costs. This includes executing real-time strategies to optimize operational outcomes.
• Work with leadership across diverse, cross-functional teams and BPO sites to optimize and mature the operating model, manage key business levers, and adapt to dynamic business changes. 
• Provide leadership to collect, consolidate, and analyze operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances in FTE.
• Analyze historical utilization, schedule adherence, volume, AHT, shrinkage, and attrition at skill/channel and site levels, and provide business recommendations and inputs that enhance and improve the workforce management cycle.
• Contribute to and execute the global strategies of the WFM function.

Qualifications and Competencies

• Bachelor’s degree or equivalent work experience 
• 10 + years of FP&A, Capacity Planning, Strategy, Finance, or WFM experience with a minimum of 5 years of experience in leading a team
• Establish and own end-to-end detailed tracking and control processes for headcount, capacity, invoice reconciliation, and budget management across a complex vendor network
• Experience in capacity planning, long-term forecasting, headcount budgeting, and allocation of agent resources distributed across multiple sites and BPO partners
• Ability to develop frameworks and solutions to high-level questions and concepts
• Project/program management, process development, influencing, and consulting skills
• Demonstrate exceptional leadership skills with an ability to mentor and coach both your team and be a stunning colleague for others to learn from
• Due to the regional scope of the role and diverse stakeholders, the ability to communicate complex thoughts in simple terms, both in English and Spanish, is required to drive results
• Experience with G-suite apps (Docs, Sheets, Slides) is nice to have