Workforce Management Global Intraday Manager

📋 Description

• Support the Global Intraday Lead in real-time WFM across 30 countries.
• Drive day-to-day intraday execution to maintain service levels.
• Monitor and manage real-time intraday performance across regions.
• Identify deviations and coordinate recovery actions with regional teams.
• Execute global intraday playbooks (alerts, queue prioritisation, standardised processes).
• Drive efficiency initiatives and experiments with Planning & Scheduling.
• Coordinate and deliver training for shift leads and intraday coordinators.
• Support incident management during outages with real-time guidance.

🎯 Requirements

• Proven experience in workforce management with intraday and real-time ops.
• Experience managing service levels, occupancy, adherence, and shrinkage.
• Proficiency with WFM tools, real-time monitoring systems, dashboards.
• Excellent collaboration and communication across regions and stakeholders.
• Ability to train, mentor, and drive adoption of new processes.
• Continuous improvement mindset with strong problem-solving and adaptability.