Workforce Optimization Manager

- Implement and maintain Workforce Optimization strategy that aligns with current and future organizational goals
- Development and management of the Workforce Optimization team.
- Work with management to accurately forecast workload, analyze historical trends and forecast head count needs and optimized scheduling
- Analyze and interpret past and current workload data to determine staffing needs, create accurate schedules and ensure service levels and customer service level goals are met
- Establishment of processes that ensure optimal schedule adherence of operation representatives, taking into account non-productive time including training, team meetings, planned/unplanned absenteeism, coaching, etc.
- Create and distribute daily, weekly and monthly reporting that provides insight into workload trends
- Plan for the impact of operation campaigns, and seasonality to ensure adequate staffing for anticipate workloads; escalates business-critical concerns to the appropriate contacts via proper channels within respective timeframes
- Create optimal Workforce Optimization discipline that supports and maintains existing culture of the company
- Partner with IT and act as primary contact and In-house expert for any software issues regarding the Workforce Optimization scheduling and forecasting tools and conduct training on the forecast/scheduling tools, reports, and departmental procedures to staff as required.
- Analyze intra-day, daily, weekly and monthly results, including documentation of reporting requirements for new and revisions to existing reports

- Service Charge.

- Interesting training course provided by hotel and Rosewood group.

- Professional working environment with international branding.

- At least 5 years experiences in HR or related background

- Experience in workforce management processes and tools, reporting and analysis, problem/issue identification, documentation, tracking and resolution.

- Strong oral, written and interpersonal skills and strong customer-service skills, including courteous telephone etiquette

- Ability to interpret policies and procedures and communicate effectively

- Ability to make decisions and exercise good judgment in a complex and rapidly changing environment

- Capability to adapt to a fast-paced environment and learn and retain new or evolving information and procedures

- Ability to work both independently and within a team environment

- High level of integrity and professionalism

- Strong attention to detail

- Accountable and reliable

- Ability to utilize problem-solving techniques

- Ability to exercise discretion on sensitive and confidential matters

- Excellent punctuation, spelling, grammar, and proof-reading skills

- Bachelor’s Degree, College or University Degree in related field preferred, from an accredited institution, and/ or equivalent work experience.