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Senior Workforce Planning Manager

ManagerManagerFull TimeRemoteLeadTeam 5,001-10,000Since 2007H1B SponsorCompany SiteLinkedIn

Location

Canada

Posted

3 days ago

Salary

C$144K - C$180K / year

Seniority

Lead

No structured requirement data.

Job Description

Senior Workforce Planning Manager

Airbnb

Role Description On est à la recherche d'un·e gestionnaire principal·e de la gestion des effectifs pour notre équipe de soutien à la communauté (SC). Cette personne sera responsable de maximiser l'efficacité grâce à l'optimisation des effectifs, d'améliorer la qualité des interactions avec la clientèle grâce à une surveillance et à une formation continues, et de renforcer le niveau de service en s'appuyant sur des analyses fondées sur les données. Ce rôle consiste également à trouver un équilibre entre le contrôle des coûts et le respect des accords de niveau de service (SLA), tout en améliorant l'expérience client globale grâce à l'analyse des données et à la rétroaction. La personne occupant ce poste sera responsable de la gestion de la planification des effectifs et du suivi en temps réel. Journée type - Planification des effectifs et des capacités : - Superviser la création et la gestion des horaires des employés pour répondre à la demande prévue. - Veiller à ce que les horaires optimisent l'affectation des ressources, en minimisant le manque et l'excès de personnel. - Collaborer avec les équipes opérationnelles pour adapter les horaires en fonction de la demande en temps réel et des imprévus. - Optimiser les coûts de main-d'œuvre tout en préservant la qualité du service grâce à une utilisation stratégique des leviers de gestion des effectifs. - Effectuer un suivi et un contrôle des catégories de temps improductif, et assurer une surveillance rigoureuse des heures supplémentaires, de l'absentéisme et des autres facteurs ayant une incidence sur les coûts de main-d'œuvre. - Gestion du niveau de service : - Collaborer en temps réel avec l'équipe de direction pour surveiller le volume d'appels et la disponibilité des agents, et procéder à des ajustements à la volée afin de maintenir les niveaux de service. - Concevoir et mettre en œuvre des plans d'urgence pendant les périodes de pointe ou en cas d'augmentation imprévue du volume à moyen terme. - Communiquer avec les responsables des opérations pour résoudre les problèmes de dotation en personnel et trouver des solutions pour atténuer les risques. - Analyse de la performance et rapports : - Analyser les données de performance pour repérer les tendances, les inefficacités et les points à améliorer. - Rendre compte des indicateurs clés relatifs au personnel, comme le taux d'occupation, le respect des horaires, le temps improductif et les niveaux de service. - Fournir à la haute direction des analyses et des recommandations fondées sur l'analyse des données relatives au personnel (par exemple, les changements d'horaires d'ouverture). - Leadership et développement de l'équipe : - Diriger et encadrer une équipe des opérations de la main-d'œuvre, en favorisant une culture d'amélioration continue et de responsabilisation. - Veiller à ce que l'équipe soit formée et utilise les pratiques et technologies les plus récentes en matière de gestion des effectifs. - Collaboration et gestion des parties prenantes : - Collaborer avec des fournisseurs et des partenaires externes pour optimiser les solutions de gestion des effectifs. - Agir en tant que lien entre l'équipe des opérations de la main-d'œuvre et la direction du centre de contact pour garantir que les stratégies de main-d'œuvre soutiennent les objectifs opérationnels. - Collaborer avec d'autres services, tels que les ressources humaines, les opérations et le développement de produits, pour veiller à ce que les activités de gestion des effectifs concordent avec les stratégies commerciales globales. Qualifications - Au moins 10 ans d'expérience dans des fonctions liées à la gestion des effectifs, aux opérations commerciales ou à la gestion des opérations, au service de centres de contact internationaux. - Maîtrise approfondie du domaine fonctionnel, connaissance des opérations et des pratiques exemplaires des centres de contact. - Connaissances approfondies et expertise en matière de logiciels et d'outils de gestion des effectifs. - Expérience requise en matière de prévisions à court terme, de planification, de gestion des intervalles, de suivi en temps réel, d'approvisionnement et de production de rapports. - Solides compétences en analyse et en résolution de problèmes. - Solides compétences en gestion de projet. - Compétences exceptionnelles en leadership. - Excellentes compétences en communication orale et écrite. Votre emplacement En raison de la nature de ce poste, le candidat retenu devra être basé au Canada pour pouvoir effectuer son travail. Actuellement, les employés peuvent être situés dans : la Colombie-Britannique, l'Ontario, le Québec, l'Alberta ou le Saskatchewan. Notre engagement envers l’inclusion et l’appartenance Airbnb s'engage à travailler avec le vivier de talents le plus large possible. Nous pensons que la diversité des idées favorise l’innovation et l’engagement, et nous permet d’attirer des personnes créatives et de développer les meilleurs produits, services et solutions. Toutes les personnes qualifiées sont encouragées à postuler. How We'll Take Care of You Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Canada Annual Pay Range: $144,000 — $180,000 CAD

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