Workforce Services Manager

Job Description:

• Overall management of the WFM AP and QA cost structure and budget
• To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos and tours
• Responsible for looking for opportunities to expand the WFM AP and QA service offering into additional contracts
• Responsible for delivery on all contracts / SLAs
• Focus on driving down cost to serve and looking for opportunities to expand the shared services model
• Drive industrialization of BST across all contracts
• Increase automation, standardization and off-shoring strategy for WFM AP and QA
• Provide direction to WFM team on cost to serve initiatives
• Responsible for driving operational maturity across all WFM AP and QA groups
• Responsible for any cross-geography status or functional reporting for WFM AP and QA
• Drives innovation between all WFM AP and QA groups
• Accountable for keeping the Standard Delivery Solution updated
• Responsible for the development of resources under his/her span