Senior Consultant Workforce Management (Gestionnaire de Flux)

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As a Consultant - Workforce Management, The profile is strategic and plays a vital role in supporting Az services Mauritius optimizing the workforce operations to enhance efficiency, productivity, and overall performance.

Working closely with internal/external clients to assess the current workforce related processes, identify areas for improvement, and implement strategic solutions. Also enabling the successful implementation of Verint WFM tool to the eligible business areas. The goal is to ensure that our workforce is aligned with its business objectives, resulting in streamlined operations and improved employee satisfaction.

Responsibilities

• Conduct thorough assessments of the client's current workforce management processes.
• Analyse workforce data, including forecast, staffing levels, scheduling, and performance metrics.
• Identify trends, patterns, and areas of improvement in workforce efficiency.
• Command over ErlangC and UBP models to strengthen WFM capabilities in Mauritius.
• Collaborate with clients to understand their business structure to have streamlined approach for capacity management.
• Develop and implement workforce management strategies aligned with the organization's overall strategy.
• Create detailed workforce plans with monitoring mechanism.
• Mastering Verint functionalities to develop WFM skills in Mauritius.
• Evaluate and recommend the eligible areas for Verint Tool Implementation.
• Implement and integrate workforce management systems to enhance efficiency
• Provide training and support for the adoption of new technologies.
• Develop and implement staffing models that align with business needs.
• Optimize scheduling processes to ensure adequate coverage while minimizing costs.
• Advise on strategies for balancing workload and workforce capacity.
• Establish key performance indicators (KPIs) to measure workforce performance.
• Implement reporting mechanisms to track and analyse workforce related SLAs  regularly.
• Provide insights and recommendations based on performance metrics.
• Facilitate change management processes related to workforce initiatives.
• Work with stakeholders to ensure a smooth transition during the implementation of new workforce strategies & Verint tool.
• Build strong relationships with clients and key stakeholders.
• Communicate effectively to understand client needs and expectations.
• Provide ongoing support and consultation to address evolving workforce challenges