WFM & Operations Manager (Dublin, Ireland)

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We have an open position for a WFM & Operations Manager to work in our office in Dublin.

Objective

This position oversees the workforce management function and staff across multiple sites and lines of business to ensure that service level, financial, and other KPIs are met. This role includes managing teams with responsibilities for forecasting, capacity planning, scheduling, and real-time execution in partnership with local, regional, and global teams. It emphasizes creative scenario planning, active leadership, proactive communication with internal and external partners, rapid real-time responses, and strategic development of team members, tools, and processes.


Company Background

Established in 1989, Sysnet Global Solutions provides payment card industry compliance services, specialising in compliance validation, and merchant engagement and retention solutions. Sysnet offers a range of services, including its award-winning, proprietary, compliance management and merchant intelligence solution Sysnet.air®, to a wide variety of businesses including acquirers, ISOs, international banks, payment service providers and merchants. Sysnet Global Solutions is a high growth private equity backed company headquartered in Parkwest Co. Dublin with offices in Atlanta, London, Cape Town, Kiev, Hyderabad and Poznan.


People & Culture

At the core of Sysnet are its people and our employees are the driving force of the business. Sysnet is passionate about hiring and developing driven individuals and giving them, long-term careers and opportunities. The company hires more than anything on cultural fit and potential to grow within the business. It is a fast-moving business – this means our people must be adaptable, quick thinking and focused on results. To succeed in Sysnet you will be smart, down to earth and open to change.


Main duties & responsibilities

  • The role will be designated as the Global workforce lead

  • Manage across multiple accounts in a mix of global, regional, and local operations

  • Lead and participate in cross-functional teams for global, regional, and local efforts

  • Ensure that appropriate call centre schedules are designed, implemented, and released on time

  • Ensure that appropriate real-time monitoring occurs and that necessary actions are taken to identify and address both anticipated and developing conditions

  • Ensure that all WFM team members understand their responsibilities and the business impact of their roles, recommendations, and decisions

  • Represent the company and workforce management in ad-hoc meetings, business reviews, presentations, workshops, and other client-facing activities

  • Recommend and develop procedural and operational guideline changes to improve efficiency and effectiveness

  • Create and maintain reports from workforce management platform and other sources

  • Align individual, team, and company goals through implementation of effective rewards and recognition


Qualification, experience & skills required

  • Align individual, team, and company goals through implementation of effective rewards and recognition

  • Minimum 5 years’ experience in a multi-site environment including managing forecasting, scheduling, and real-time at an enterprise level

  • Strong team building skills

  • Strong ability to lead and partner in cross-functional teams

  • Demonstrated experience managing team members in remote locations

  • Expert knowledge of workforce management theory and best practice

  • Advanced knowledge of the BPO call centre industry

  • Strong knowledge of multiple workforce management platforms

  • Working knowledge of multiple telecom and other channel platforms

  • Familiarity with Lean, Agile, Six Sigma or other continuous improvement programs

  • Ability to apply quantitative analysis techniques, including statistical modelling

  • Ability to communicate clearly and persuasively both verbally and in writing

  • Ability to present complex ideas and situations in ways that are readily understandable by non-experts

  • Willingness to work a flexible schedule

  • Experience in administrating WFM software (Noble Shift Track preferred)


Competencies

  • Align individual, team, and company goals through implementation of effective rewards and recognition

  • Proven people management and team leadership skills evidenced by prior roles and responsibilities

  • Excellent written and verbal communication skills in English

  • Excellent interpersonal skills both with team members, peers and customers

  • Excellent relationship management skills, with the ability to effectively communicate and manage stakeholders at all levels

  • Ability to operate under pressure and take decisions

  • Technical investigation and problem solving skills.


If you are interested in this role, please send your CV and statement of interest to hr@sysnetgs.com